IT Analyst, Critical Response Team (CRT)

Role Purpose

Corning is investing through providing staff and stakeholders with timely Major Incident Management, supporting High Availability of applications and services for Corning by improving day-to-day operations, drive strategic decisions and improve the overall quality of D&IT services

Corning seeks an experienced D&IT Incident Analyst who can manage individual IT incidents driving both internal and third-party teams in the ongoing management of IT incidents.  This incident analyst will also look holistically at incident patterns to propose and implement actions based on those patterns to improve D&IT systems availability.

Key Responsibilities

• Ensure Incident Management processes meet SLA/OLA commitments and service quality standards.
• Manage incident lifecycle, including prioritization, escalation, tracking, and resolution.
• Fulfill roles and responsibilities associated with Major Incident Management including Commander and Communicator.
• Coordinate with Service Desk, support teams, Process Managers, and Service Integrators to restore services quickly.
• Monitor incident queues and workloads to ensure SLA compliance.
• Complete Post-Incident Reports and transition incidents to Problem Management as appropriate.
• Identify and analyze recurring incidents, trends, metrics, and root causes to drive service improvements.
• Track escalations and ensure timely resolution of incidents.
• Partner with key stakeholders including service lines to identify and support improvements to reduce service disruptions.
• Escalate critical unresolved incidents to leadership and provide timely and accurate status communications.
• Maintain and improve operational procedures to enhance service reliability.
• Report operational performance and recommendations to IT leadership and stakeholders.

Required Qualifications

• Minimum of associates degree or relevant work experience;
• Minimum of 5 years of operational experience in an IT technical domain in a support role.
• Experience working directly with end users in a customer-facing environment.
• Broad knowledge of IT technologies including server, storage, database, cloud, security, and network technology domains
• Effective leadership, organization, and planning skills with the ability to handle changing priorities
• Advanced technical troubleshooting capabilities; problem solving skills
• Knowledge of Service Management / ITIL processes and procedures
• Experience with IT Service Management, ITIL and ITSM tools
• Work a set 8-hour schedule as a part of a 24-hour by 7 day a week organization.  Position will work Sunday through Thursday or Tuesday through Saturday schedule.
• Effective organization and planning skills, with ability to handle changing priorities
• Incident / Availability Management skills
• Excellent communication, interpersonal and influencing skills
• Self-motivated, able to work in a team environment and motivate others
• Self-confident, results-oriented, persuasive, and influential
• High attention to detail and capable of seeing patterns in data
• Strategic mindset

Desired Qualifications

• Bachelor’s in business management, Information Technology, or similar relevant field
• ITIL Certification
• Six Sigma Certification OR Yellow Belt Certification
• Experience with ServiceNow Performance Analytics
• Experience with reporting related to Incidents, Tasks, SLAs and CMDBs
• Project Management skills
• Analytically minded