IT Analyst - Critical Response Team

Role Purpose

Corning is investing through providing staff and stakeholders with timely Major Incident Management, supporting High Availability of applications and services for Corning by improving day-to-day operations, drive strategic decisions and improve the overall quality of D&IT services

Corning seeks an experienced D&IT Incident Analyst who can manage individual IT incidents driving both internal and third-party teams in the ongoing management of IT incidents.  This incident analyst will also look holistically at incident patterns to propose and implement actions based on those patterns to improve D&IT systems availability.

Key Responsibilities

• Ensure Incident Management processes meet SLA/OLA commitments and service quality standards.
• Manage incident lifecycle, including prioritization, escalation, tracking, and resolution.
• Fulfill roles and responsibilities associated with Major Incident Management including Commander and Communicator.
• Coordinate with Service Desk, support teams, Process Managers, and Service Integrators to restore services quickly.
• Monitor incident queues and workloads to ensure SLA compliance.
• Complete Post-Incident Reports and transition incidents to Problem Management as appropriate.
• Identify and analyze recurring incidents, trends, metrics, and root causes to drive service improvements.
• Track escalations and ensure timely resolution of incidents.
• Partner with key stakeholders including service lines to identify and support improvements to reduce service disruptions.
• Escalate critical unresolved incidents to leadership and provide timely and accurate status communications.
• Maintain and improve operational procedures to enhance service reliability.
• Report operational performance and recommendations to IT leadership and stakeholders.

Required Qualifications

• Minimum of associates degree or relevant work experience;
• Minimum of 5 years of operational experience in an IT technical domain in a support role.
• Experience working directly with end users in a customer-facing environment.
• Broad knowledge of IT technologies including server, storage, database, cloud, security, and network technology domains
• Effective leadership, organization, and planning skills with the ability to handle changing priorities
• Advanced technical troubleshooting capabilities; problem solving skills
• Knowledge of Service Management / ITIL processes and procedures
• Experience with IT Service Management, ITIL and ITSM tools
• Work a set 8-hour schedule as a part of a 24-hour by 7 day a week organization.  Position will work Sunday through Thursday or Tuesday through Saturday schedule.
• Effective organization and planning skills, with ability to handle changing priorities
• Incident / Availability Management skills
• Excellent communication, interpersonal and influencing skills
• Self-motivated, able to work in a team environment and motivate others
• Self-confident, results-oriented, persuasive, and influential
• High attention to detail and capable of seeing patterns in data
• Strategic mindset

Desired Qualifications

• Bachelor’s in business management, Information Technology, or similar relevant field
• ITIL Certification
• Six Sigma Certification OR Yellow Belt Certification
• Experience with ServiceNow Performance Analytics
• Experience with reporting related to Incidents, Tasks, SLAs and CMDBs
• Project Management skills
• Analytically minded