What are the responsibilities and job description for the Incident & Problem Management Analyst position at Ampstek?
Job Title: Incident & Problem Management Analyst
Location: Denver , CO (Onsite)_Local preferred
Duration: Long Term Contract
Job Description:
We are looking for a skilled Incident & Problem Management Analyst to join our IT Operations team. This role is focused on managing critical incidents and problems, ensuring that services are restored quickly, and working to identify and resolve underlying issues to prevent recurrence.
Key Responsibilities:
• Incident Management:
o Manage and resolve high-priority (P1/P2) incidents within agreed SLAs, ensuring minimal service disruption.
o Act as a primary point of contact for all major incidents, ensuring that stakeholders are informed and impacted services are restored quickly.
o Coordinate with internal teams, including infrastructure, applications, and network engineers, to facilitate incident resolution.
o Use monitoring tools (e.g., Splunk) to identify and analyze incident trends and recurring issues.
• Problem Management:
o Conduct root cause analysis (RCA) on recurring incidents and work towards permanent resolutions.
o Collaborate with various IT teams to identify long-term solutions to systemic issues.
o Track and report problem resolutions, ensuring that problem tickets are closed in a timely manner.
• Monitoring & Reporting:
o Leverage monitoring tools (e.g., Splunk, ServiceNow, or other enterprise solutions) to proactively detect and respond to issues before they impact end-users.
o Continuously monitor the health of critical systems, servers, and applications to ensure optimal performance.
o Generate reports to track the number and type of incidents, SLAs, and problem resolution timelines.
• Collaboration & Communication:
o Effectively communicate incident status updates to business stakeholders.
o Work with technical teams to ensure that system configurations and monitoring are tuned for optimal incident detection.
Required Skills:
• Strong experience in Incident Management (P1/P2 prioritization and escalation).
• Experience with Problem Management and conducting root cause analysis (RCA).
• Familiarity with monitoring tools (e.g., Splunk, Nagios, SolarWinds, or similar tools).
• Knowledge of ITIL framework and best practices for incident and problem management.
• Excellent communication and problem-solving skills, with the ability to explain technical issues in a clear and concise manner.
• Ability to manage multiple incidents and problems concurrently in a fast-paced environment.
Preferred Qualifications:
• ITIL certification (Foundation or Intermediate) is a plus.
• Experience with Splunk for log monitoring and troubleshooting.
• Understanding of IT infrastructure, cloud services, and application performance monitoring.
Thanks
Rakesh Pathak | Senior Technical Recruiter
Phone: 609-360-2642
Rakesh.pathak@ampstek.com| www.ampstek.com
https://www.linkedin.com/in/rakesh-kumar-pathak-00b039167/
