Operations & Incident Analyst

Capillary Technologies

Operations & Incident Analyst

Minneapolis, MN
Full Time
Paid
  • Responsibilities

    Location: Minneapolis, MN, Hybrid (2 days in office per week)

    Job Type: Full-Time

    About the Role: The Operations & Incident Analyst is responsible for overseeing and supporting the severity level program issues within our Hosted Services. This role plays a critical part in managing and resolving incidents that impact the functionality and availability of our services for Member Users, Clients, and Customers. The ideal candidate will have a strong background in incident management, problem-solving, and a deep understanding of the impact of service disruptions on business operations.

    Key Responsibilities:

    • Incident Management: * Monitor and manage incidents that affect the Hosted Services, focusing on identifying, triaging, and resolving issues in a timely and efficient manner. * Coordinate with internal teams, including IT , Product, and Customer Support, to ensure quick resolution of incidents. * Act as the primary point of contact for severity level issues, providing timely updates and communications to stakeholders.
    • Root Cause Analysis: * Conduct thorough root cause analysis for all incidents, identifying patterns, trends, and potential areas for improvement. * Document and communicate findings and lessons learned to prevent recurrence of similar issues.
    • Continuous Improvement: * Collaborate with cross-functional teams to develop and implement strategies to improve incident response and resolution times. * Recommend process improvements to enhance the efficiency and effectiveness of the incident management process.
    • Reporting and Documentation: * Maintain accurate and detailed records of all incidents, including actions taken, resolutions, and communication with stakeholders. * Provide regular reports on incident management metrics, including severity levels, resolution times, and overall service performance.
    • Stakeholder Communication: * Ensure clear, concise, and timely communication with all stakeholders, including Member Users, Clients, and internal teams, regarding the status and resolution of incidents. * Develop and maintain incident communication templates and protocols.

    Qualifications:

    • Bachelor’s degree in Information Technology, Business Administration, or a related field or 2+ years of experience in incident management, operations, or a related role.
    • Strong problem-solving skills with the ability to analyze complex issues and develop practical solutions.
    • Excellent communication skills, with the ability to convey technical information to non-technical stakeholders.
    • Ability to work under pressure and manage multiple priorities in a fast-paced environment.
    • Experience with incident management tools and software is a plus.

    Competencies:

    • Analytical Thinking: Ability to assess situations quickly and make informed decisions.
    • Attention to Detail: Ensures that incidents are thoroughly documented and that no details are overlooked.
    • Collaboration: Works effectively with cross-functional teams to resolve issues and improve processes.
    • Communication: Maintains clear and open lines of communication with internal and external stakeholders at all times.
    • Adaptability: Able to adjust to changing priorities and handle unforeseen challenges with composure.

    Why Join Us:

    At Capillary Technologies, you’ll be at the heart of ensuring the reliability and success of our products. As an Operations & Incident Analyst, you’ll have the chance to make a direct impact by resolving critical issues and driving service excellence. Join a team that values innovation, collaboration, and continuous growth. If you’re looking to advance your career in a dynamic environment where your contributions are recognized, Capillary Technologies is the place for you.