Major Incident Analyst Job at The Dolphin Group, Minnetonka, MN

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  • The Dolphin Group
  • Minnetonka, MN

Job Description

We are seeking a detail-oriented and communicative Major Incident Analyst to join our team on a one-year contract. This role is critical in managing major IT incidents and ensuring timely service restoration. Candidates with broad IT knowledge and strong coordination skills are encouraged to apply. Experience in healthcare or medical device industries is a plus, but not required.

Key Responsibilities

  • Log into the phone system at the start of each shift
  • Receive and manage incoming calls reporting outages or production issues
  • Rotate incident escalations among team members
  • Open and manage bridge calls during major incidents
  • Coordinate with support teams to restore services
  • Participate in weekend and holiday rotations

Required Skills

  • Excellent written and verbal communication
  • Leadership in managing bridge calls with 20+ participants
  • Active listening and comprehension
  • Strong problem-solving and decision-making abilities

Preferred Experience

  • Familiarity with ServiceNow ITSM tool
  • Fast and accurate typing skills
  • Broad understanding of IT services and infrastructure dependencies
  • Bachelor’s degree in IT or equivalent experience
  • ITIL certifications are a plus

Schedule

  • Monday through Friday 10:00am - 6:30pm weekend and holiday rotation required

Benefits:  Health care insurance benefits available first of the month following 60 days of employment. Thirty (30) hours worked per week must be averaged in order to maintain coverage. 401k enrollment is available per the Secure Act guidelines. Earned Sick and Safe time is accrued and can be used per the State of MN guidelines.

Job Tags

Full time, Contract work, Monday to Friday, Shift work, Weekend work,

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