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IT Analyst, Critical Response Team

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Date: Nov 12, 2021

Location: Shanghai, SH, CN, 200031

Company: Corning

Scope of position:

The CRT analyst engages, facilitates, coordinates, drives the resolution, and communicates major (P1) IT incidents that impact Corning's ability to invent, make, and sell products.

This is executed through engagement and coordination with Corning’s IT Service Line operational support teams, other IT infrastructure teams, application teams, and 3rd party service providers.


-Own, lead, drive, facilitate and chair all investigation activities, meetings, and conference calls related to major IT incidents

-Establish and manage technical support bridges

-Matrix management of people, processes and resources liaising with Infrastructure teams (Corning and 3rd parties) and managers to ensure swift resolution (via workaround or complete resolution) of the Major Incidents within SLA and MTRS targets. -Responsible to establish and maintain technical collaborative forums (calls, chat sessions, etc.) to facilitate technical information sharing, collaboration, and to develop plans containing specific actions, roles and defined deadlines focused on problem resolution


-Responsible to act as an escalation point to expedite incident resolution

-Responsible to escalate to wider Corning technical community as required

-Ensures all administration and reports for each incident are maintained and up to date, including problem statements, technical diagrams, and delivering information for post major incident reviews

-Actively looking at incident processes suggesting process and knowledge improvements

-Actively communicates perspectives on how to improve IT technical and operational availability based on experiences gained in managing IT incidents.


Education and Experience Required:

-University degree or higher, major in Computer Science Field or equivalent experience in Infrastructure Operations

-5+ years IT working experience in a multi-national environment (preferred)

-ITIL Foundations for IT Service Management (preferred)

-Applicable network / compute / infrastructure core services certifications a plus

Required Skills: -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

-Strong customer service skills

-Ability to work in a matrixed organization across geographies

-Excellent verbal and written communication skills -Outstanding interpersonal skills and the ability to influence, lead, and collaborate well with others

-Fluent in English and Mandarin both written and verbal


Desired Skills:

-Manages processes; defines metrics for success and measures performance

-Approaches work with appropriate rigor; comfortable with detail.

-Prioritizes duties and works on several tasks simultaneously

-Ability to see patterns in technical situations leading to quick assessment of the implications of those patterns

-Ability to lead small projects -Problem solving with attention to detail Soft Skills:

-Makes customer issues a priority; follows through on commitments and delivering services

-Thinks in terms of solutions which create value for customers

-Understands and is sensitive to cultural differences; addresses differences with approaches selected

-Self-discipline and motivation -Maintains composure -Communicates and engages