• Anywhere

Why Us

NewRocket, a global, full-service Elite ServiceNow partner, helps top enterprise leaders solve their toughest business problems and navigate change with confidence. The go-to ServiceNow guide, NewRocket was recently awarded the “2023 ServiceNow Worldwide Customer Workflow Partner of the Year” and “2023 ServiceNow Creator Workflow Partner of the Year”.

We work with some of the world’s biggest brands, bridging the gap between what customers expect and what their technology can deliver. We #GoBeyondWorkflows to create new kinds of experiences for our customers.

Come join our Crew!

NewRocket is hiring for an Incident Analyst (Level 2) to join our India based team in support of a large, global client program. The Incident Analyst will work with our technical and functional teams to coordinate incident response across the ServiceNow Platform in support of our client.

The Role

As an Incident Analyst (L2), you will work alongside other members of the NewRocket team, Engineering and Support teams, to coordinate incident response across ServiceNow services and platforms. You will investigate anomalous activity, coordinate technical response and incident communications, and work to turn incidents into opportunities to better service our client through comprehensive incident retrospectives. The successful applicant will have a desire to work collaboratively to drive diverse incident response teams consisting of technical and non-technical personnel and partner closely with cross-functional business units.

What You Will Be Doing

Coordinate incident response activities across complex and varied environments
Identify and work with engineering service owners to quickly address active requests
Maintain detailed documentation of requests including timelines, findings, and remediation steps; track post resolution
Partner with product and engineering teams to evaluate issues and drive long-term resolutions
Participate in development and execution of initiatives to improve and mature the program including process updates, automations, and relationship building
Work with key stakeholders to develop and improve the Incident Response Lifecycle

What You Bring Along

2+ years’ experience working in Incident Response
Bachelor’s degree in Computer Science, or related field experience
Basic understanding of ServiceNow platform functionalities, including incident management, change management and service catalog.
Experience collaborating with multiple groups such as internal business or engineering units, customers, and/or vendors to drive results
Excellent communication and documentation skills, with the ability to convey complex technical concepts to both technical and non-technical audiences

Curiosity and a passion for learning, with a commitment to staying current on emerging trends and incident response best practices
Exceptional problem-solving skills, with a demonstrated ability to thrive in high-pressure situations
Experience writing external facing communications
Experience in JavaScripting, Glide, SQL, Bash, or PowerShell
Experience assessing large scale production software applications
Experience working with distributed teams

We Take Care of Our People

NewRocket is committed to a diverse and inclusive workplace. We value and celebrate diversity, believing that every employee matters and should be respected and heard.  We are proud to be an equal opportunity workplace and affirmative action employer, committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin, or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, citizenship, military, or Veteran status. For individuals with disabilities who would like to request an accommodation, please contact [email protected]

Originally posted on Himalayas

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