Incident Analyst – IT Specialist

Job Summary:

Our client in Plymouth, MI is looking for an IT Specialist. This is a contract position.

What You Will Do:

• In this role, you’ll follow the incident management process to resolution and restoring Rivian’s IT operations swiftly. You will also log and categorize recurring incidents to improve incident management protocols.
• Manage/facilitate multiple incidents resolution simultaneously and remain judicious during major incidents.
• Responding to a reported service incident, identifying the cause, and initiating the incident management process.
• Follow the end-to-end process for incident resolution and ensure that the right groups are involved in the resolution of the incidents.
• Coordinate resources and activities during outages and communicate incident information and impact to the customers, business partners, and senior management.
• Prioritize incidents according to their urgency and impact on the business.
• Restore affected services quickly and efficiently with minimal impact to the end-users by  ensuring that critical incidents are managed effectively and professionally.
• Producing documents/ Run Books that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures or NOC issues.
• Logging all incidents and their resolution to see if there are recurring malfunctions.
• Adjusting the incident management process as required to ensure its effectiveness.
• Communicating with upper management if major issues are found in the IT system.
• Works with other IT, Application, and Operations teams to perform root cause analysis (RCA), acting as a problem manager if required.
• Proactively ensures the highest levels of systems and infrastructure availability through network tools monitoring.
• Perform daily system/network monitoring, verifying the integrity and availability of systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs.
• Participate in additional technology initiatives as required.
• Develop positive relationships with the business and other functions at all levels.
• Collaborate with members of the information security, network, application, and cloud teams to ensure consistent IT services to our business users.
• Look to improve all aspects of the MIM functions continually.

What You Will Need:

Basics:

• At least 2-4 years (or relative) in a Major Incident Analyst role, where you learned the nuances of IT Support.
• Bachelor’s degree.
• ITIL Foundation Certification.
• Knowledge and experience of using network monitoring tools (eM7, SolarWinds, ServiceNow, Splunk, Cisco DNAC etc.), network equipment, log analysis, network attach techniques, and packet-level tools experience is a must.
• Hands-on experience with ITIL and ITSM processes.
• Knowledge and understanding of business-critical applications/systems, servers (Linux, Windows), Cloud systems, and collaboration platforms.
• Passion for Customer Support – A drive to help end-users get what they need to do their jobs the best they can.
• Experience with the standard helpdesk ticketing tools (Preferably ServiceNow and Jira).
• Ability to coordinate and communicate at all levels within the organization – Business Stakeholders, Vendors, Suppliers, Senior Managers, and C-Level Execs.
• Prioritization Skills – The ability to analyze support requests and prioritize them based on impact.
• Discipline – The discipline to actively manage help desk tickets and internal IT tasks without getting distracted by email, chat, or other ad-hoc communication.

How You Will Be Successful:

• Envision the Future
• Communicate Honestly and Broadly
• Seek Technology and Business “First”
• Embrace Diversity and Take Risks

What We Offer:

• Competitive Salary
• Comprehensive Benefit Package
• 401(k) with matching contributions
• Paid Time Off
• Employee Discounts
• Free training on all Altair products

Why Work with Us:

Altair is a global technology company that provides software and cloud solutions in the area of data analytics, product development, and high-performance computing (HPC). Altair enables organizations in nearly every industry to compete more effectively in a connected world, while creating a more sustainable future. With more than 3,000 engineers, scientists, and creative thinkers in 25 countries, we help solve our customer’s toughest challenges and deliver unparalleled service, helping the innovators innovate, drive better decisions, and turn today’s problems into tomorrow’s opportunities.

Our vision is to transform customer decision making with data analytics, simulation, and high-performance computing.

For more than 30 years, we have been helping our customers integrate electronics and controls with mechanical design to expand product value, develop AI, simulation and data-driven digital twins to drive better decisions, and deliver advanced HPC and cloud solutions to support unlimited idea exploration. To learn more, please visit altair.com

Ready to go? #ONLYFORWARD   

At our core we are explorers; adventures; pioneers. We are the brains behind some of the world’s most revolutionary innovations and are not only comfortable in new and unchartered waters, we dive headfirst. We are the original trailblazers that make the impossible possible, discovering new solutions to our customer’s toughest challenges.

Altair is an equal opportunity employer. Our backgrounds are diverse, and every member of our global team is critical to our success. Altair’s history demonstrations a belief that empowering each individual authentic voice reinforces a culture that thrives because of the uniqueness among our team.