What are the responsibilities and job description for the Operations Incident Analyst position at Capillary Technologies?
Location : Minneapolis, MN, Hybrid (2 days in office per week)
Job Type : Full-Time
About the Role : The Operations & Incident Analyst is responsible for overseeing and supporting the severity level program issues within our Hosted Services. This role plays a critical part in managing and resolving incidents that impact the functionality and availability of our services for Member Users, Clients, and Customers. The ideal candidate will have a strong background in incident management, problem-solving, and a deep understanding of the impact of service disruptions on business operations.
Key Responsibilities :
- Incident Management :
- Monitor and manage incidents that affect the Hosted Services, focusing on identifying, triaging, and resolving issues in a timely and efficient manner.
- Coordinate with internal teams, including IT , Product, and Customer Support, to ensure quick resolution of incidents.
- Act as the primary point of contact for severity level issues, providing timely updates and communications to stakeholders.
- Root Cause Analysis :
- Conduct thorough root cause analysis for all incidents, identifying patterns, trends, and potential areas for improvement.
- Document and communicate findings and lessons learned to prevent recurrence of similar issues.
- Continuous Improvement :
- Collaborate with cross-functional teams to develop and implement strategies to improve incident response and resolution times.
- Recommend process improvements to enhance the efficiency and effectiveness of the incident management process.
- Reporting and Documentation :
- Maintain accurate and detailed records of all incidents, including actions taken, resolutions, and communication with stakeholders.
- Provide regular reports on incident management metrics, including severity levels, resolution times, and overall service performance.
- Stakeholder Communication :
- Ensure clear, concise, and timely communication with all stakeholders, including Member Users, Clients, and internal teams, regarding the status and resolution of incidents.
- Develop and maintain incident communication templates and protocols.
Qualifications :
Competencies :
Why Join Us :
At Capillary Technologies, you’ll be at the heart of ensuring the reliability and success of our products. As an Operations & Incident Analyst, you’ll have the chance to make a direct impact by resolving critical issues and driving service excellence. Join a team that values innovation, collaboration, and continuous growth. If you’re looking to advance your career in a dynamic environment where your contributions are recognized, Capillary Technologies is the place for you.
