Technology Operations Senior Analyst
Core
Senior Incident & Problem Management Analyst leading major incident response, root cause analysis, and service stability for Inspire Brands' enterprise technology ecosystem.
Role type
Senior IC IT Operations Analyst (Incident/Problem Management)
Builds
Stable enterprise technology services and platforms for Shared Services, E-Commerce, and Infrastructure
Domain
IT Operations / IT Service Management (ITSM)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Major Incident Management, Problem Management, Root Cause Analysis (RCA), ITIL framework, executive communication, stakeholder coordination, incident bridge call leadership, service dependency mapping, impact assessment, process improvement
Preferred skills
ITIL Foundation Certification, digital commerce support, complex enterprise ecosystem experience, transaction flow analysis
Technologies
ServiceNow, MDBP, IDP, digital commerce platforms, APIs, integrations
Responsibilities
Lead and coordinate Major Incident Management activities; Serve as Incident Commander during high-priority incidents; Drive Root Cause Analysis (RCA) efforts following major incidents; Identify, classify, and manage problem records to prevent recurring incidents; Develop and distribute executive-facing communications during incidents; Coordinate corrective actions and track completion; Support continual improvement of Incident and Problem Management processes aligned to ITIL best practices
Seniority
Senior, hands-on IC
