Sr Analyst I Infrastructure Services

The Sr Analyst I Infrastructure Services will handle incident management, including troubleshooting Layer 1, Layer 2, and Layer 3 problems, as well as protocol routing issues within large networks. Responsibilities include analyzing and solving application-related problems using advanced network troubleshooting techniques. The role involves participating in change management processes, ensuring ITSM and SLA compliance for all incidents, and adhering to incident management standardization codes. The analyst will also participate in audits, follow notification and escalation processes, communicate with customers and vendors, coordinate with other incident management groups, and participate in regular reviews and team meetings. Daily reports and checklists must be updated, and contributions made to service delivery reviews and documentation, including process and ITIL documents. The analyst will coordinate the incident lifecycle, track and update pending incidents, work with L2/L3 teams on repetitive tickets, ensure response and resolution of incidents, and provide inputs for problem management and resolution of major incidents. Communication with stakeholders during critical incidents and preparation of incident reports for business-critical incidents and server downtime are also key responsibilities.