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Incident Analyst - Remote job in Austin at Co-Op Financial Services

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Incident Analyst - Remote at Co-Op Financial Services

Incident Analyst - Remote

Co-Op Financial Services Austin, TX (Remote) Full-Time
THE OPPORTUNITY:

We are seeking a talented Incident Analyst who will be responsible for leading, documenting and resolving all incidents across the Co-op enterprise. Incidents may include, but are not limited to, system outages, degradation of service, security, privacy and business continuity issues. An incident analyst is responsible for both working independently and leading group efforts necessary to resolve issues.

WHAT YOU CAN LOOK FORWARD TO:

* Leads incident management calls for resolution of alerts and escalations by working with appropriate technical teams including Platform Engineers, Database Administrators, Network Operations, System Analysts, and others as required.
* Reviews and reacts to monitoring alerts using various tools such as ServiceNow, Pingdom, SolarWinds, AppDynamics, and Azure Monitor.
* Coordinates with processing partner vendors to resolve incidents and understanding impact to Co-op and our clients.
* Search and update knowledge base articles, incident tickets, change tickets and general web searches to help in identifying root causes and resolving incidents.
* Records all actions taken during the incident resolution process performed by all people involved in the effort.
* Creates internal notification emails (Co-op Alerts) on any incident which has client or employee impact using general terms understandable by recipients.
* Creates knowledge base articles based on incidents to improve Co-op's ability to resolve issues in a timely fashion.
* Provides feedback and input on the efficiency and effectiveness of the Incident Management process and makes recommendations for on-going improvements.
* Participate in on-call rotation to support the incident management process on a 24x7 basis.

WHAT YOU'LL NEED TO SUCCEED:

* Extensive knowledge of technical infrastructure including data storage, networking, databases, servers, and cloud computing.
* Awareness of financial processing, including PCI concepts and compliance.
* Thorough understanding of Incident, Problem, Event, and Alarm procedures with proven experience supporting this process within a large-scale organization.
* Ability to work independently while also leading group discussions.
* Excellent customer service skills.
* Have interpersonal skills to deal effectively with all business contacts.
* Professional appearance and demeanor.
* Work varied shifts, including weekends and holidays.
* Must possess excellent communication and troubleshooting skills both written and spoken.

REQUIRED EDUCATION and EXPERIENCE:

* High school diploma or equivalent.
* At least 3 years of experience in IT Operations and/or IT Project Management including coordinating an Change, Problem, Incident, Knowledge and Reporting Management (ITIL/ITSM).

#TechRecruiting

For California, Colorado and New York Applicants: In accordance with the Equal Pay for Equal Work Act, the expected salary range for this position is between:

$46,500.00 - $58,000.00

Actual Pay will be adjusted based on experience and other job-related factors permitted by law.

This position qualifies for the following benefits; Co-op Solutions offers a competitive Total Rewards package: 401(k) with generous company match, Health, Dental, and Vision Insurance options, Health Savings Account/Flexible Spending Account, Life Insurance, Short- and Long-Term disability benefits, Pregnancy and Parental Leave, Tuition Reimbursement, Paid Time Off (PTO), Paid Holidays, Community Volunteer Time Off, and an Employee Assistance Program.

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