Senior Infrastructure Services and Management Analyst - Incident Management

Northwell Health

$91,400.00 - $158,100.00 / yr

United States, New York, Westbury

Dec 31, 2024

Job Description

This role requires a blend of reactive incident management skills and proactive problem-solving abilities, strong leadership, and excellent communication skills. The ideal candidate will be comfortable leading during high-pressure incidents while also possessing the analytical skills to prevent future occurrences.

Job Responsibility

Plans, organizes, and conducts QA reviews for assigned functions/areas.
Collaborates with IT area leadership to establish QA plans to effectively instantiate quality disciplines into all IT process areas; assists in the development of Quality Standards and metrics to measure the on-going activities within assigned process area.
Enforces and promotes QA process frameworks, procedures, policies, and standards.
Evaluates documentation to ensure completeness, accuracy, and compliance to standards.
Develops and presents appropriately defined dashboards to report on the risk profiles of assigned initiative or process area.
Assists in tailoring QA methodologies for applications with the IS organization.
Liaises with Internal Audit reviews of IT initiatives and/or process areas, as necessary, and coordinates activities as defined by the audit/assessment scope.
Recommends and implements new technologies, methodologies, processes, and procedures to support short and long term department goals.
Develops and maintains professional relationships within IT and with organization leadership stakeholders; assigns the daily workflow of team members and provides input to performance appraisals.
Operates under limited guidance and work assignments involve moderately complex to complex issues where the analysis of situations or data requires in-depth evaluation of variable factors.
Performs related duties as required. All responsibilities noted here are considered essential functions of the job under the Americans with Disabilities Act. Duties not mentioned here, but considered related are not essential functions.

Job Qualification

Bachelor's Degree required, or equivalent combination of education and related experience.
3-5 years of relevant experience, required.

Highly Preferred Experience:

* Incident Management Expertise: Significant experience managing major incidents, preferably within a large, complex IT environment. Deep understanding of ITIL principles, particularly incident, problem, and change management. Proven ability to lead and coordinate large technical teams during critical, high-impact incidents. Experience developing and improving incident management processes.

* Problem Management & RCA Skills: Experience in problem management methodologies, including proactive problem identification, trend analysis, and known error management. Demonstrated expertise in conducting complex RCA investigations using various techniques (e.g., 5 Whys, fishbone diagrams, Kepner-Tregoe). Ability to identify systemic issues and recommend long-term solutions.

* Technical Proficiency: A strong understanding of IT infrastructure components (servers, networks, databases, applications) and their interdependencies. Familiarity with cloud technologies (AWS, Azure, GCP) is increasingly important. Experience with monitoring tools and platforms.

* Communication & Leadership: Exceptional leadership skills with the ability to command and control during high-pressure, complex situations. Outstanding communication skills (written and verbal) to effectively communicate with all stakeholders, including executive management, technical teams, and business representatives. Ability to articulate complex technical issues clearly and concisely to both technical and non-technical audiences. Experience presenting to senior leadership.

* Analytical & Problem-Solving Skills: Strong analytical and problem-solving skills to quickly identify root causes, develop effective solutions, and prevent future incidents. Ability to think strategically and make sound decisions under extreme pressure. Ability to identify patterns, trends, and systemic issues in incident data.

* Mentorship & Team Development: Proven ability to mentor and guide other incident management team members. Experience developing training materials and conducting training sessions. Ability to foster a collaborative and high-performing team environment.

* Process Improvement Mindset: A proactive approach to identifying areas for improvement in processes and systems to prevent recurring incidents.

* Availability: Availability to work outside regular business hours and on-call as needed.

Highly PReferred Skills:

* Leading the response to the most complex and critical major incidents, coordinating large technical teams, and ensuring timely resolution.

* Acting as the primary point of contact for executive management and other key stakeholders during major incidents.

* Facilitating post-incident reviews, leading RCA investigations, and driving the implementation of corrective actions.

* Developing, implementing, and continuously improving incident and problem management procedures and documentation.

* Mentoring and training other incident management team members, fostering a culture of continuous improvement.

* Leading the development and implementation of incident and problem management tools and technologies.

* Providing strategic direction for the incident management team and contributing to the overall IT strategy.

*Additional Salary Detail

The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future.When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).