Critical Incident Analyst - US/Canada at ORIGIN UTILITY INC – Las Vegas, Nevada

Origin partners with modernizing utilities to deploy and operate key business systems. Origin offers software, services, and managed solutions. We are steadfast in delivering the kind of trusted collaboration that utilities need and are proven to navigate industry change smoothly and efficiently.

Job Summary

Critical Incident Analysts are responsible for managing the lifecycle of all unplanned interruptions, malfunctions, and quality reductions affecting provided services. Their primary goal is to follow incident management protocols to restore services to normal operation as quickly as possible. Additionally, they report major system issues to upper management, lead client status meetings, and facilitate communication between the client and operations team.

Essential Job Functions

• Plan, coordinate, and monitor activities related to the Issue Management process. Ensure adherence to the process and report deviations to the Critical Incident Manager/Operations Lead. Communicate incidents to all required stakeholders.
• Serve as the primary point of contact for Severity 1–5 issues.
• Ensure timely responses from technical and operations staff to resolve issues.
• Minimize the impact of issues on client services.
• Escalate issues as needed to meet Service Level Agreements (SLAs).
• Coordinate with relevant teams to determine the root cause and ensure permanent fixes are implemented.
• Initiate, schedule, and conduct post-incident reviews as necessary, ensuring lessons learned are shared with stakeholders.
• Support security reviews and audits of the Incident Management process.
• Establish continuous process improvement cycles, reviewing process performance, activities, roles, policies, procedures, and supporting technologies to identify and implement enhancements.
• Schedule and facilitate client update meetings to review issue status and manage ticket resolution.

Skill Requirements

• Experience working in a process-driven environment.
• Experience interacting with a demanding senior-level customer base and ensuring credibility is maintained through solid delivery against commitments.

Experience Requirements

• Experience with IT process-related industry best practice frameworks and Standards.
• In-depth understanding of general technology infrastructure concepts.
• Understand how technology infrastructure underpins business objectives – particularly Shared Services.
• Experience with overseeing client-based ticket tracking system
• Experience with facilitating issue status meetings with clients

Education Requirements

• Bachelor's Degree