Incident Analyst

Company: Collabera
Location: Fontana
Posted on: April 18, 2025

Job Description:

Client: Food and Beverage Industry

Check below to see if you have what is needed for this opportunity, and if so, make an application asap.
Title: Incident Analyst
Location: Rosemont, IL
Duration: 6 Months (Hybrid)

Position Summary:
The Incident Analyst plays a critical role in ensuring service excellence across the Family of Businesses. This role involves managing the lifecycle of major incidents, driving swift resolution, leading root cause analysis, and delivering continuous improvement. The successful candidate will utilize best practices in incident and problem management to restore service operations efficiently and help prevent future disruptions.
Key Responsibilities:
Participate in a 24/7 on-call rotation to manage major incidents


Own business-impacting events and work with cross-functional teams to restore normal service


Provide timely communications and updates to stakeholders during incidents


Lead root cause analysis (RCA) for major/repeatable incidents and assign/track corrective actions


Develop and maintain policies, processes, and documentation for incident and problem management tools


Generate metrics and reports to assess the impact of corrective actions (e.g., MTTR, incident volume)


Collaborate with internal/external support teams during incident and problem review sessions


Monitor and ensure adherence to Service Level Expectations (SLEs) for incident and problem processes


Support additional projects and duties as assigned



Required Skills & Experience:
Bachelor's degree in Computer Science or related field with 3+ years of experience in global/enterprise support, business processes, or change management


OR



High school diploma with 6+ years of related experience


1-3 years of hands-on Incident Management experience


1-3 years of Problem Management experience


ITIL v4 certification or strong working knowledge of ITIL best practices


Proficient with MS Suite, especially Excel and PowerPoint


Excellent time management, quality focus, and attention to detail


Strong communication and interpersonal skills


Passion for collaborating with diverse groups and technologies


Must pass post-offer background and drug screening



Preferred Skills & Experience:
ITIL Intermediate Certification


PMP Certification


Strong understanding of network, server, and infrastructure technologies



Physical Demands & Work Environment:
Reasonable accommodations may be provided for individuals with disabilities


Due to operational requirements (delivery schedules, DOT Hours of Service, etc.), overtime, attendance, and punctuality are essential


For accommodation inquiries, contact the Human Resources department

Keywords: Collabera, Henderson , Incident Analyst, Professions , Fontana, Nevada