Senior Associate, Incident Analyst
- San José
- Permanente
- Tiempo completo
As part of EP&S Digital Command One (DC1), Global Command Center (GCC) provides leadership and direction to ensure Digital services are stable and performing for Pfizer's critical business processes through proactive monitoring and event management.
Members of the GCC work with cross functional teams to ensure key resources are engaged and focused on critical events in the most efficient and effective way.
As a member of the GCC team, the Senior Incident Analyst will triage and perform impact assessment on all escalations and proactive monitoring alerts following defined processes, selecting appropriate next steps.
ROLE RESPONSIBILITIES-
- Cross-team coordination through conference bridges and other communication methods, ensuring all parties drive to resolution.
- Timely communication of potential and confirmed business impacting events to Pfizer stakeholders.
Status communication through to resolution.
- Tracking of all GCC activities and escalations in GCC event database.
- Proactive monitoring of GCC analytics views, identifying trends, and taking proactive actions as required.
- Knowledge and experience of ITIL Service Management Lifecycle framework and processes
BASIC QUALIFICATIONS- Bachelor's in business, computer science or related technical field- 3+ years' experience in IT Service Operations, Transition and Continuous Improvement.
- Natural problem-solver - Someone who has genuine curiosity about how things work and who can leverage their deep desire to learn along with critical thinking.
- High achiever - Someone who is driven to get the job done and sees tasks through to completion.
- Passionate about process and details - Someone who has an eye for identifying root cause for issues and ensuring corrective actions are followed through.
- Excellent communications skills both verbal and written, and able to communicate in a succinct, accurate and timely fashion.
- Working ITIL knowledge and experience.
- Must be capable of multitasking and adapting to change quickly in a dynamic environment.
Coordination and interpersonal skills are required to work across multiple service providers to address issues.
PREFERRED QUALIFICATIONS
Formal ITIL certification an advantage
LI-PFE
NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
Work Location Assignment: Flexible
Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
Information & Business Tech
LI-PFE
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