Location: Minneapolis, MN, Hybrid (2 days in office per week)

Job Type: Full-Time

About the Role: The Senior Operations & Incident Analyst is a critical role responsible for leading the resolution of high-impact incidents and ensuring the stability and performance of our Hosted Services. This position requires a seasoned professional with extensive experience in incident management, a strategic mindset, and the ability to drive continuous improvement initiatives. The

Senior Operations & Incident Analyst will take the lead in managing severity level program issues, coordinating with cross-functional teams, and providing expert guidance on incident resolution processes and more.

Leadership in Incident Management:

• Lead the incident management process for critical and high-severity incidents, ensuring timely and effective resolution.
• Serve as the escalation point for complex issues, providing guidance and direction to junior analysts and other team members.
• Collaborate with senior management and key stakeholders to communicate the status and impact of ongoing incidents.

Root Cause Analysis and Preventive Action:

• Conduct in-depth root cause analysis for all high-severity incidents, identifying systemic issues and opportunities for improvement.
• Develop and implement preventive measures to mitigate the recurrence of incidents, working closely with engineering, product, and customer services.

Process Improvement and Strategy:

• Lead initiatives to enhance the incident management process, focusing on reducing resolution times, improving communication, and increasing overall service reliability.
• Collaborate with the Operations Manager to develop and refine incident management strategies, aligning them with organizational goals and objectives.

Mentorship and Team Development:

• Provide mentorship and training to junior operations analysts, fostering a culture of continuous learning and professional development.
• Lead by example in managing incidents, demonstrating best practices in problem-solving, communication, and stakeholder management.

Stakeholder Communication and Reporting:

• Ensure that all stakeholders, including Member Users, Clients, and internal teams, are kept informed throughout the incident lifecycle.
• Prepare and present detailed reports on incident management performance, including trends, root causes, and recommended actions to senior leadership.

Risk Management and Compliance:

• Identify potential risks associated with incident management processes and work proactively to mitigate them.
• Ensure that all incident management activities comply with relevant industry standards, regulations, and company policies.

EXPERTISE AND QUALIFICATIONS

Qualifications:

• Bachelorʼs degree in Information Technology, Business Administration, or a related field or 5+ years of experience in incident management, operations, or a related role, with a proven track record of managing high-severity incidents.
• Strong leadership skills with the ability to guide and influence cross-functional teams.
• Excellent problem-solving abilities, with a strategic approach to identifying and addressing systemic issues.
• Superior communication skills, capable of effectively conveying complex technical information to senior stakeholders.
• Experience with incident management tools and software, as well as a deep understanding of service level agreements (SLAs).
• Strong analytical skills and attention to detail, with a focus on continuous improvement.

Competencies:

• Leadership: Demonstrated ability to lead and manage high-impact incidents and drive strategic improvements.
• Analytical Thinking: Expertise in conducting root cause analysis and developing preventive measures.
• Communication: Strong ability to communicate effectively with all levels of the organization, including senior leadership.
• Collaboration: Proven track record of working effectively with cross-functional teams to achieve shared goals.
• Adaptability: Ability to thrive in a fast-paced environment, managing multiple priorities and adapting to changing circumstances.

Why Join Us:

As a Senior Analyst, you will play a key role in safeguarding the reliability and performance of our services. This is a unique opportunity to leverage your experience in incident management to drive strategic improvements, lead a team, and make a significant impact on our clients' success.

If youʼre looking to make a meaningful impact, lead with confidence, and be part of a company thatʼs driving the future of customer, engagement, Capillary Technologies is the place for you. Come innovate with us!