7100 Corporate Drive
Plano, TX 75023

Incident Management Analyst

Description:

Summary:

As part of the Pizza Hut Connect Incident Management team, you will own monitoring, alerting, and overall incident management with a focus on technical application of troubleshooting based on an end-to-end understanding of the customer journey through the Pizza Hut eComm platform.

Below are some high-level expectations in this role:
  • Proactive monitoring, using tools such as Splunk, New Relic, Datadog, and others
  • Troubleshooting and driving resolution of production incidents
  • Facilitating and leading other teams when needed to resolve production issues
  • Creating alerts, revamping, and handling alerts
  • Managing Problem tickets and driving and facilitating other teams to resolution
  • Raising awareness of incidents to managers
  • Manage/lead executive-level incident communications
  • On-call rotation

Minimum Requirements:
  • Experience in large enterprise Support Operations Centers with a focus on trouble-shooting and trouble ticket management.
  • Experience in Incident, Problem and Change Management teams for large enterprises
  • Experience in interacting with a demanding customer-base and ensuring credibility is maintained through solid delivery against commitments
  • Strong deductive reasoning skill set and ability to drive complex troubleshooting
  • Ability to maintain a professional demeanor and attitude while being assertive
  • Ability to multi-task and make sound judgments in a fast-paced, high stress environment
  • Ability to interact with people/groups of widely varying disciplines and backgrounds
  • Ability to react to a dynamic environment
  • Ability to remain calm and objective in a high-pressure environment
  • Follows process and procedures that ensure Incident Management and Problem Management related action items are tracked and completed
  • Adheres to the Incident, Problem and Change Mgmt. processes, policies and procedures
  • Excellent English communication skills, with the ability to effectively interface across cross-functional technology teams and the business

Preferred Requirements:
  • ServiceNow experience
  • Splunk
  • Atlassian product (Jira, OpsGenie and Confluence) experience

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