Incident Analyst Resume Sample
Carey Pollich
89648 Eloisa Heights,
Los Angeles,
CA
+1 (555) 319 7908
Work Experience
Senior Incident Analyst
03/2017
-
PRESENT
Los Angeles, CA
- Experience in Technical experience
- Possesses strong technical aptitude
- Provide investigative support concerning security incidents
- Report, track, and mitigate intentional or unintentional unauthorized use of customer information and information systems
- Produces case evidence and reports
- This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines
- This job operates in a 24x7 setting, and the ability to work rotating shifts is necessary
- Supporting all aspects of the client’s incident response program to include digital forensics and malware analysis
- Responsible for monitoring allocated customer’s Incidents/Service Requests in accordance with ISO20000-1 Process and Procedures
Incident Analyst
01/2014
-
01/2017
Philadelphia, PA
- Start and manage bridge lines, handle all operational notifications, and engage resources as needed to resolve issues
- Escalate Major Incidents to the Incident and/or Problem Manager
- Network/communications management experience or relevant technology related experience
- To log all incident and requests on the service management system including phone calls and emails and to provide the customer with a call reference number. To ensure that the quality of information then entered into the service management system is of an exceptionally high quality and accuracy
- To influence and advise internal and external customers, at all management levels regarding the availability and functionality of services and systems
- To manage all incidents effectively during shift, ensuring resolution within agreed service levels
- To perform the critical task of understanding and correctly assigning the impact of incidents, to ensure that service requests, problems and changes are related to the incident as required
Junior Incident Analyst
11/2007
-
11/2013
Chicago, IL
- Completion of Capita’s Mandatory Training as per Capita Group Policy
- Assists in a team rotation for facilitation of the Daily Operations Meeting, designed to review the previous day’s events within bank operations
- Executes the Incident Management process tasks in adherence with requirement
- Coordinates and manages the Incident Management process activities across the MSI and STPs to agreed SLAs
- Supports Incident Management reporting (KPIs and customer SLAs)
- Assists in driving Service management best-practice and ITIL process standardization
- Assists in identifying and planning for Incident Management process improvement projects
Education
Southwestern Adventist University
2002 - 2007
Bachelor's Degree in Computer Science
Professional Skills
- Excellent organisation skills and the ability to set priorities to ensure customer satisfaction and service level targets are met
- Demonstrate strong written and verbal communication skills consistently
- Excellent communication skills and the ability to deal tactfully with people at all levels, including senior staff / managers, consultants and vendors
- Strong relational database and SQL Query writing skills
- Excellent diagnostic and analytical skills and ability to develop and implement solutions
- Strong interpersonal, communication and active listening skills
- Demonstrate team working skills to achieve company objectives
How to write Incident Analyst Resume
Incident Analyst role is responsible for analytical, database, government, finance, credit, training, integration, security, telecommunications, analysis.
To write great resume for incident analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Incident Analyst Resume
The section contact information is important in your incident analyst resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Incident Analyst Resume
The section work experience is an essential part of your incident analyst resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous incident analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular incident analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Incident Analyst resume experience can include:
- Taking ownership for personal development and strive to continually improve on existing skills in order to enhance performance within the job role
- Communicate effectively with technical personnel & managers
- Language skills in a relevant regional language (Japanese, Korean, Tagalog, Chinese, Bahasa, etc)
- Prioritizing multiple assigned tasks
- To operate the monitoring centre toolset, reacting to alerts and following process to take appropriate action
- Experience using data visualization and or geographic information systems (GIS) or web scraping programs, such as Webhose
Education on an Incident Analyst Resume
Make sure to make education a priority on your incident analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your incident analyst experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Incident Analyst Resume
When listing skills on your incident analyst resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical incident analyst skills:
- Set up and maintain strong relationships with stakeholders by effectively managing expectations and inspiring confidence in delivery
- Establish and maintain strong relationships with stakeholders by effectively managing expectations and inspiring confidence in IS
- Four (4) years railroad network operations management experience, or relevant technology related experience, or one year of PTC incident management experience
- Excellent interpersonal and communication skills, verbal & written
- Demonstrated experience in dealing with customers with technical problems within strict timeframes
- Proven experience in writing SQL queries
List of Typical Experience For an Incident Analyst Resume
1
Experience For RPA Incident Analyst Resume
- Performing root cause analysis and restoration for critical PTC & EMS applications and incidents while ensuring all alerts are addressed and escalated correctly
- Lead triage of critical production incidents relating to PTC and EMS while coordinating all functional resources (Signal, Mechanical, Telecom, Back Office etc.)
- Act as business analyst to document processes for creating and consuming multiple sources of indicators for detecting possible fraud / inappropriate access attempts
- Providing an effective, professional response and solution(s) to reported problems
- Strong knowledge of acting groups, foreign policy and security issues in targeted region
- Experience gathering open-source intelligence
2
Experience For Cybersecurity Incident Analyst Resume
- Experience in a similar role as a Rapid Response and Recovery Analyst
- Maintaining relationships with interfacing business functions and IT departments
- Assisting the team in achieving set targets such as 90%+ P1/2 resolution SLA
- Making sure that reported faults and service requests are responded to in line with SLAs
- Restoring normal service to the user as quickly as possible
3
Experience For JOC Incident Analyst Resume
- Offering general guidance and advice to users
- Achieving maximum personal KPIs and team objectives
- Being an advocate of World Class customer service
- Makes decisions regarding real-time incident resolution activities and selecting client situations for executive & management escalation updates
- Assist in developing workarounds by working with various internal groups
- Write brief summaries of events and report updates to ongoing issues
4
Experience For IT Incident Analyst Resume
- Identify trends in data to proactively monitor on-going and future incidents
- Manage coordination of incidents and problems using Remedy system
- Manage communication process during major incidents
- Investigation and resolution of incidents and question tickets, and / or taking ownership for the design of data recoveries in line with TSYS Quality standards
- Escalate recurring incidents to Problem Management after the 3rd (third) occurrence within 3 months. (Example timeframe only)
- Be involved in reviewing breached SLA tickets
- Prepares detailed flow-charts, diagrams, and specifications
- Lead the development and maintenance of incident response standards, processes, and guidelines. Develop and document processes to ensure consistent and scalable response operations.Search Jobs US
- Provide analysis and research on security incidents in targeted region
5
Experience For Senior Incident Analyst Resume
- Monitor open source intelligence and PlanetRisk feeds for real-time security threats
- Categorize and geo-locate incidents as point, line, polyline or polygon in our enterprise platform
- Update timelines of critical events
- Coordinate with GIOC Manager on team goals and workflow processes
- Responsible for daily technical Rapid Response Team bridge conference calls and assigning tasks to the relevant attendees. Produces and sends out the relevant reports after conference bridges and at the end of each incident
6
Experience For Rohq-riso-sirt Incident Analyst Resume
- Sends alert communications within CSMP guidelines to BT and Business executive management giving details of the incidents
- Identify service improvement or efficiency initiatives to ensure consistent handling and timely resolution of all incidents. Looks for ways to automate processes on a continual basis
- Participating in ad hoc data clean ups required to address potential UCV customer data issues
- Providing some level of support for the test environment
- Working with multiple teams both internal and external to Allstate to ensure issues are fully understood and solutions agreed
- Understanding of databases and database structures
- Manage multiple tracks of work at one time with a track record of delivering assigned tasks to the deadlines specified
7
Experience For Incident Analyst NOC Resume
- Investigation into data discrepancy issues highlighted by the Data Quality Monthly Compares process between UCV master customer data and various source system
- Investigation and correction of data errors in the data sync processes
- Manages Global Incidents - Major Incidents and Critsit and across multiple data center environments to protect production systems critical to business success
- Drive the Major Incident Bridge and Manage the Critsit tickets to resolution thru functional and Hierarchical escalations whenever where ever required
- Ensures contractual service level agreements are met in support of client and company mission-critical business requirements
- Develops, coordinates and promotes incident and problem management activities across the entire enterprise and takes responsibility for effective functioning of these processes across organization
8
Experience For Priority Incident Analyst Resume
- Acts as a liaison between the business and technology teams for high severity incidents (priority 1 and 2 spanning across the entire enterprise and escalates as appropriate
- Maintains trend data and metrics related to incidents and problems for clients and executive reporting
- Consults with other teams on proper integration and correlation of the incident and problem management process and their respective areas
- Facilitates daily, weekly and monthly tactical meetings as well as creates incident reports as determined by business and technology needs
- Work with process owners to develop continuous improvement strategies
- Work closely with other BMO departments, users, clients and vendors to ensure successful resolution of incidents and problems, and the achievement of customer satisfaction within organizational resources and values
- Ensure quality, completeness of Major Incident review reports and follow through on CIR action items
9
Experience For Lead PTC Incident Analyst Resume
- Ensure the relation of incidents to problems and follow up with owners of problem tickets to ensure resolution within appropriate timeframes
- Build Knowledge of the industry, system, module and product, and uses that information to inform the client
- Build client relationships through accurate and timely communication. Establishes credibility through knowledge of systems and product functionality
- Responsible for ensuring that Incidents are correlated, analyzed, and categorized for resolution, Knowledge Base updates, matching to known errors (Problems), or submitted to Problem Management
- Confirms the appropriate severity/priority code for the incident
- Resolve or Escalate internally to functional groups
- Perform detailed analyses on incidents and synthesizes data
- If no resolution, escalate to Problem Management and update records with known error conditions and any workarounds
- Communicate with CPC throughout the resolution process
10
Experience For Problem & Incident Analyst Resume
- Examine histories of affected systems – logs and operations
- Review past Incidents to identify relationships and/or repetitions
- Document issues and discrepancies on Incident Ticket
- Identify and recommend recovery action(s) to CPC
- Check recovery action(s) against other processes and services before implemented by CPC or Functional Escalation group(s)
- Practical knowledge of IT Incident Management standards/best practices (ITIL, COBIT)
List of Typical Skills For an Incident Analyst Resume
1
Skills For RPA Incident Analyst Resume
- Demonstrated experience with Ticketing Management Systems (Service Now, Remedy, Service Desk, etc.)
- Experience in the operations of an IT related service and support help desk, and sound knowledge and experience in the use of desktop hardware and software
- Demonstrated ability to participate as an effective team member or independently within a high volume technical support environment
- Network/communications management experience or relevant technology related experience
- Banking or Financial Institution experience
- Good understanding of the components of a complex IT environment including desktop, servers and networks, operating systems and applications
- Determined and resilient with experience of working in a dynamic and challenging environment
2
Skills For Cybersecurity Incident Analyst Resume
- Deep knowledge and experience in IT, Security, Cyber Threat Intelligence, executing forensic IT investigations and Red Teaming
- Experience with programming and shell scripting
- Build critical working relationships with the business and users communities to support data gathering and validation processes
- Relevant experience in any combination of roles: operation support, problem analysis, continuous improvement, process re-engineering role
- At least one (1) year experience working in a an Incident Management environment or related role
- Experience working with OSINT resources and tools such as TweetDeck, HootSuite, OpenStreetMap, Wikimapia, or RSS management tools
3
Skills For JOC Incident Analyst Resume
- 2-Experience working as an Incident Analyst to triage, support and analyze global incidents
- 3-Experience supporting BMC for their incident analysis or other incident tools
- 1- Experience working within Incident Analysis to pull metrics around incident tickets, resolution time, triage, etc
- 3- Experience supporting BMC for their incident analysis
- Experience Supporting End Users via over phone or in person
4
Skills For IT Incident Analyst Resume
- Professional experience in development of dashboard, reporting and analytical-related tools
- Experience in a technical field such as electronic engineering, IT, or Software Development
- Recover service as rapidly as possible in the event of high priority incidents, minimising business impact and customer detriment
- Knowledge and experience in analyzing different attack techniques and resources such as rootkits, malware, Trojans, man-in-the-middle attacks etc
- Ideally Incident management experience
- Assist with classification and prioritization of incidents
- Previous experience in emergency management or intelligence fields
- Experience with problem management or problem analysis in a similar capacity
- Remedy and Service NOW experience
5
Skills For Senior Incident Analyst Resume
- Related years of related experience in data security administration
- Capture and understand business impacts to determine priority and approach to resolution of incidents
- Demonstrate the ability to use a number of communication styles
- Gives credit and acknowledge contributions of individuals to team effectiveness
- Experience using social media for open source intelligence research
- Experience in optimizing Microsoft Power BI dashboards with a focus on usability, performance, flexibility, testability, and standardization
- Experience in intelligence or emergency management fields
6
Skills For Rohq-riso-sirt Incident Analyst Resume
- Experience within an IT Operational or ITSM program functional area related to Incident Management
- Service desk/request experience
- Experience with ServiceNow tool
- Understanding of SLA and using a call logging system, ideally servicenow
- Identifying Problems and assigning these to the Problem Management team for tracking via a Problem record
7
Skills For Incident Analyst NOC Resume
- Handling incident tickets assigned to the UCV Production Support team providing accurate and timely solutions
- Conducting initial investigation into incident root cause and feeding this information to the UCV Problem Management team
- Identifying any new ticket trends and flagging this up to the Team Manager for further investigation by the Problem Management team
- Working on an incident management team
- Liaising with support teams and/or other application/project teams
8
Skills For Priority Incident Analyst Resume
- Understanding of ITIL framework – (service design/ service position/ service operation/ and continuation service)
- Understanding of railroad operational processes as it relates to Locomotive, Signal, and Communication
- Managing Positive Train Control (PTC) and Energy Management System (EMS; such as
- Monitoring PTC and EMS systems and assets: (i.e.: Waysides, Locomotive, Faults, Connections, Radio, HelpDesk, Back Office, Events, Trains, etc.)
- Chairing Weekly Outage Review Meetings
- Knowledgeable in architecting/developing BI reporting from multiple database platforms, including SQL Server, MySQL, Mongo
- Business awareness; display a working understanding of the business environment, appreciation of business applications
- Set up and lead teleconferences with support teams, coordinating action plans and documenting steps to resolution
9
Skills For Lead PTC Incident Analyst Resume
- Ensure incidents are fully documented within the reporting system, providing a clear audit trail of activities and decisions
- Work hand-in-hand with problem management, providing information and updates to support root cause investigations and mitigating actions
- Documentation of existing processes with end goal of improving quality of incident response services
- Lead calls with technical and business teams, vendors and/or the client when necessary, and updates issue tracking systems, while keeping the client informed
- Develop & create relevant reporting & monitoring products to address the requirements captured & defined from internal business units and external parties
- Build dashboard / reports from multiple data sources understanding the data to solve analytical problems and providing recommendations based on the data
- Quickly gain working knowledge about a growing number of products and services
- Performs comprehensive root cause analysis on resolved PTC & EMS incidents, while ensuring all alerts were correctly addressed and escalated as per the process
10
Skills For Problem & Incident Analyst Resume
- Awareness and understanding of the Barclay’s business unit responsibilities and structure
- Assist others with identifying the impact of incidents
- 2- Exprience working as an Incident Analyst to triage, support and analyze global incidents
- Provide written and verbal communication to stakeholders, giving clear, accurate and concise progress updates in a timely fashion
- Organise and run post incident reviews, logging actions to improve processes and information to reduce the risk and impact of future incidents
- Collaborates with enterprise wide cross-functional partners (Signal, Mechanical, Telecom, Back Office, etc.) to confirm root cause of incidents and construct solutions to prevent reoccurrence, where possible
- Produces the monthly FRA report for all subdivisions currently in Revenue Service Demonstration (RSD)
- Contributes PTC and EMS knowledge management documentation to the CMDB
List of Typical Responsibilities For an Incident Analyst Resume
1
Responsibilities For RPA Incident Analyst Resume
- Communicate clearly and professionally via telephone and email with customers, vendors, partners, and internal departments
- Awareness of Infrastructural Management technologies like HP, BMC, CA, etc
- Review Service Management standards within project activities for small to medium business unit level projects
- Proficient in Business Intelligence Development
- Strong analytical skills that include the ability to collect and interpret system performance data including incident and change ticket data analysis for the purpose of identifying trends and recommending actions
- Quickly learn Staples’ production applications to support the business as well as service delivery requirements of business processes
- 5 or more GCSE’s to grade C and above (or suitable equivalent)
2
Responsibilities For Cybersecurity Incident Analyst Resume
- ITIL V3 Foundations or more certifications
- Understanding of railroad operational processes as it relates to Locomotive, Signal, and Communication Processes, Train dispatching, and understanding of general code of operating rules
- Network/communications management experience or relevant technology related
- Work in partnership with Problem Management to reduce the likelihood of further incidents and business impacts the role
- Take the lead with support teams and third parties to investigate incidents and take recovery actions to restore service as rapidly as possible
- Identify actions to mitigate and avoid further incidents, and ensure these are progressed as appropriate
- Ensure incident activities are managed within prescribed OLAs, for example mean time to repair, communication updates etc
3
Responsibilities For JOC Incident Analyst Resume
- ITILv3 Service Management Foundation qualified
- Can understand and respond to client needs (internal and external) in a complex environment
- Willingness to work evenings and weekend
- Work to strict time sensitive SLA’s (service level agreements) in a highly pressured environment autonomously and as a member of a team
- Articulate and methodical, analytical, numerate and literate
- Ensure service offerings satisfy and exceed Stakeholders’ requirements and expectations
4
Responsibilities For IT Incident Analyst Resume
- Ensure that Barclays maintains regulatory compliance and is able to fulfil its security obligations to internal and external customers & authorities
- Ensure that all appropriate regulatory controls are performed in compliance with requirements and that an
- Strong technical with experience managing complex environments, preferably in large IT/Telecom organizations. Preference for candidates who have experience of working in a Robotics automation / telecom organization
- Analyze incidents to identify service restoration actions to be taken
- Take incident resolution actions to restore service to customers
- The resolution and recovery of assigned Incidents
- Actively contribute to the personal development and performance within your team
5
Responsibilities For Senior Incident Analyst Resume
- Build and maintain productive network of relationships
- ITIL Foundation Certificate (Green Badge)
- No Third Party Resume Submissions
- ITIL or ITSM certification
- AESS (Automatic Engine Shutdown System) and Trip Optimizer) incident activity to ensure all tickets are being worked and resolved within the correct ticket urgency, proper team assignment, within all SLAs, and updating all relevant incident data within the corresponding ticket. Create the ticket and troubleshoot - reach out to signal, telecommunications,
- Creation of Incident Timelines that reflect key check points and activities. Ready for Business and End of Day reporting processes including awareness of all application and infrastructure changes, producing performance reports for Level 0 and Level 1 BT support groups. In conjunction with the problem management function, identifies and document any known issues
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