Triage Analyst
Core
End-to-end coordination, assessment, and management of operational issues and service requests, acting as the first point of technical and operational assessment.
Role type
Senior IC Triage Analyst (IT Operations)
Builds
Operational stability and service performance for business and technology teams (via careerplan.io/jobs/JR000407-triage-analyst-at-collinsongroup)
Domain
IT Operations / Service Management
Deliverable
dashboards & analysis
Required skills
Issue triage and prioritization, Stakeholder management, SQL, Jira (JQL), API testing, Data analysis, Incident trend analysis, Process improvement, Reporting, Root cause analysis
Preferred skills
Salesforce, Regulated environment experience, Travel/Insurance/Loyalty sector experience, IT degree
Technologies
Jira, Datadog, SQL, APIs
Responsibilities
Coordinate end-to-end triage process for issues and service requests; Manage moderately complex operational issues impacting business performance; Produce weekly and monthly performance dashboards and management reports; Monitor and track outstanding actions to minimize disruption; Investigate and analyze complex issues to identify root causes and implement remediation plans; Provide regular issue status updates and risk assessments to stakeholders.
Seniority
Senior, hands-on IC