Job Details

Insight Global is seeking an Infrastructure Analyst to join a large enterprise client, serving as the lead for their Priority 1 incident management team. This role is responsible for coordinating the end-to-end response to critical incidents, ensuring swift resolution and minimal business impact. It is about 70% Problem Management, 20% Change Management, and 10% P1 Incidents. The analyst will act as the primary liaison between tiered support teams including Service Desk, technical support, application owners, and business units facilitating real-time communication and escalation. They will provide timely updates to executive leadership throughout the incident lifecycle, maintain accurate documentation in the ITSM platform (e. g., ServiceNow), and lead post-incident reviews (PIRs) to identify root causes and drive continuous improvement. Additionally, the analyst will take ownership of Problem Management activities, ensuring that recurring issues are addressed and resolved to prevent future disruptions.

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-IT Project Management Experience.
-Experience with Service now.
-Experience with an ITSM Tools Ex) Remedy or Salesforce
-Lean or Agile experience, for backlog management, sprints and retrospections.
5+ years of experience in IT Service Management or Incident Management in a large enterprise.
Must have a bachelors degree
Strong understanding of ITIL practices, especially Incident, Problem, and Change Management. Knowing how to prioritize incidents (e. g., P1P4) based on impact and urgency
Ability to create and manage a backlog of improvement topics, including required effort, timing, and priority
Understanding of how Infrastructure, Networks and Data Centers in an enterprise environment work.
IT Ticketing Investigation and Resolution, after the incident is fixed, be able to lead a transverse group of resources to investigate root cause and follow up actions. Communicate with the users, the fixers and be able to make sure the problem does not occur again.
Proven ability to manage high-pressure situations with multiple stakeholders.
Excellent communication and facilitation skills, both written and verbal.
Must have great soft skills communication, problem solving, analytical minded.