Incident Response Analyst

We are seeking an Associate IT Operations Analyst for a contract role. This position is responsible for proactively monitoring global infrastructure and business applications, identifying critical incidents, and driving them to resolution. The role requires working in a 24/7 environment and involves a hybrid work schedule of three days per week onsite., * Prioritize and proactively monitor events for global infrastructure components and critical business applications.

• Follow established processes and procedures to identify critical incidents, escalate to appropriate support teams, and drive resolution.
• Facilitate technical conference bridges with the guidance of the Duty Manager and support teams.
• Communicate on critical incidents for a broad business and IT audience.
• Engage in process improvement, incident reduction, and root cause analyses.
• Work with various support teams to onboard more applications and sites into the monitoring process.
• Creatively and curiously examine and interrogate work processes with a constant eye for new solutions.

Work Schedule

The work schedule for this position is:

Saturday and Sunday 6am-6pm.

Monday and Tuesday 6am-2pm.

• 4+ years of IT experience.
• 2+ years of experience in a monitoring and escalation role.

Technical Skills:

• Basic network and server understanding.

Other:

• Must be open to working in a 24/7 environment with flexibility on shifts, weekends, and overtime.
• Willingness to take direction and follow pre-established guidelines and procedures.

Preferred Qualifications

• Excellent communication and interpersonal skills in English.
• ITIL Service Management Foundations or Essential certification.
• Demonstrated passion for customer service.
• Ability to work under pressure and in a fast-paced environment.
• Proven time-management skills.

The pay rate for this position is $35.00 per hour.

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Everforth Apex uses a virtual recruiter as part of the application process. Click for more details.