Incident Management Analyst (NOC, ITIL, network)

Lockport, New York

  • Posted in Lockport, New York
  • Posted on October 11, 2017
  • Jobtype fulltime

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Job Description


Incident Management Analyst (NOC, ITIL, network)

  • U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time.
  • Must be able to start in two weeks from an offer
  • No 3rd party agency submissions please 


Our leading internet client in Lockport, NY is looking for Incident Management Analyst (NOC, ITIL, network)


This is a contract role with opportunities for extension or conversion to perm. Our client has converted over 70% of our consultants to perm within 12 months! But consultants can also choose to remain long-term consultants. 


During your contracting, iTalent offers our W2 employees benefits such as medical, dental, vision, life insurance and 401K. We are a great company to work for!


A Little About Us 
The Incident Management team's mission is to ensure timely resolution of all incidents by owning, developing and enhancing the global Incident Management process, driving Major Incidents to resolution and providing a standardized, repeatable mechanism to achieve resolution of all incidents affecting our products, services, and revenue. 

A Lot About You

We are looking for highly motivated individuals to drive the resolution of any service-impacting incident within the Global Infrastructure. This position requires an aggressive task oriented individual who can multitask on problems of varying difficulty, priority and sensitivity in order to keep users seeing limited impact during faults. If you are an individual who thrives on technology and enjoys tackling unforeseeable challenges in a fast-paced environment we want to hear from you! 

Your Day

  • Coordinating and driving technical incident resolution with operations, service engineering, and development teams. 
  • Effectively communicating incident status to leadership and stakeholder groups 
  • Defining and maturing incident management processes, best practices, and the function itself 
  • Identifying process breakdowns that exacerbated or caused the impact 
  • Responsible for performing Incident Management functions as prescribed by the Incident Management Team within the standard operating practices and processes of ITIL service operation framework 
  • Partner with internal/external teams on operational issues 
  • Dispatching on-call engineers, facilitating communication and driving resolution to events via standard operating procedures 
  • Maintaining service level agreements, tracking escalations, and managing key performance indicators. 
  • Working effectively with peers through team participation and cohesiveness to create a positive environment within the team. 
  • Perform quality assurance activities 
  • Identify and develop solutions to problems within our tools, processes and partnerships 
  • Execution and coordination of complex project assignments which may have direct impact on our team and/or partnerships 


You Must Have 

  • The ideal candidate will have application and network troubleshooting skills, IT service management skills, excellent written and verbal communication capabilities and the ability to multitask in order to facilitate the resolution of multiple incidents at any given time with the vision to automate in order to better scale and streamline process. 
  • Ability to break down complex incidents into smaller actionable components and develop a roadmap to incident equivalent 
  • Strong verbal and written communication skills 
  • Communicate and translate business impacting issues to executive leadership 
  • Strong organizational skills with the ability to multitask in order to handle multiple tasks in a real-time environment 
  • Understanding the network environment 
  • Effective typing skills for documenting and communicating incidents in real-time 
  • Ability to quickly learn and apply new technologies within 
  • Requires successful completion of level 2 security clearance 
  • Bachelor's degree or equivalent knowledge in role 

Preferred Qualifications 

  • 3-5 years experience working in a Technical Call Center, NOC, or equivalent environment 
  • 3-5 years experience working in an organization that has implemented ITIL standards 
  • Knowledge of ITIL Service Lifecycle phases, framework, and best practices 
  • Knowledge of LAMP, DNS, NFS, TCP/IP, BGP, and other Internet protocols 
  • Knowledge of basic Unix diagnostic tools and commands 
  • Knowledge of Data Center Facilities and IT Services equipment 
  • Certifications, e.g., RHCT, ITIL, CCNA, PMP or equivalents are a plus


About iTalent Digital:

A woman- and minority-owned digital consulting company, we celebrate individuals and diversity, cultivating a culture where our people can excel and lead balanced lives. Recruitment at iTalent is guided by an unwavering principle: Only hire the best. Because we have the best people, we have the privilege of working with the best clients, doing the best work, and effecting transformative change at work and in our communities.


What you get:

You get the chance to work with some of the best brands and high-performance teams out there! iTalent offers our W2 consultants excellent benefits such as medical, dental, vision, life insurance, and 401K + matching. We are growing and we want to see you grow!



Log onto iTalentdigital.com to learn more about what working at iTalent can mean for you.




  • Posted in Lockport, New York
  • Posted on October 11, 2017
  • Jobtype fulltime

Jobs at iTalent Digital

At iTalent Digital, we’re honored to have some of the world’s most renowned high-technology companies as clients. We are technologists ourselves and have experienced the challenges of staffing projects with high-quality IT talent. It is through our ability to truly understand each client’s needs that we are able to deploy the right people, processes, and technologies to overcome otherwise daunting initiatives to achieve unparalleled results and success.

The iTalent Digital team has years of combined experience leading and staffing large-scale IT projects for many Fortune 500 companies, with particular strength in the high-tech vertical.

iTalent Digital is focused on, and dedicated to, delivering services that maximize the value of its clients human and technology investments. Our corporate headquarters are in the heart of Silicon Valley in Santa Clara, CA, with additional locations across the United States.