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Business Systems Analyst Sr (Major Incident Manager) in Columbus at Huntington

Date Posted: 5/9/2018

Job Snapshot

Job Description

Brief Description:
The Incident Management team is responsible for overseeing the mitigation of all major incidents as quickly as possible with the goal of minimizing impact to customers and colleagues. The Incident Manager is responsible for facilitation of technology incidents, coordinating/running a bridge call, proactive monitoring of production environments and engaging resources needed to support Huntington colleagues and customers.

Detailed Description:
The Incident Manager will be expected to perform the following duties:

* Monitor technology dashboards and event consoles in order to identify issues that require attention
* Escalate impacting events, establish and chair bridge calls, engage resolvers, and coordinate resolution
*Provide timely accurate updates to all levels of management.
*Facilitate root cause analysis discussions and problem follow up meetings.
*Timeline/Document the events that occur during the entire incident and document them in the ticket
* Review of incident data to ensure the completeness and quality of the information collected
* Review of the execution of the incident process to identify opportunities for improvement in the process (missed SLAs, gaps in execution or response)
* Documentation of and revision to existing processes, with the end goal of improving quality of services offered to customers by technology teams

Basic Qualifications:
* Min 5 yrs of IT experience which includes min 3 years of experience as a major incident manager.
* Bachelor's Degree

Preferred Qualifications:
* Experience working with technology monitoring tools, dashboards, and event management consoles
* Understanding of the ITIL service management framework (certification is a plus)
* Understanding of technology, including infrastructure, and colleague and customer facing applications.
* Problem management and troubleshooting skills
* Strong written and oral communication skills are required
* Experience communicating to senior management

EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details. Huntington does not accept solicitation from Third Party Recruiters for any position.
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