Sr. Response Analyst

THE ROLE

The Senior Response Analyst plays a critical role in ensuring the availability, security, and efficacy of services within Fortra. This individual is responsible for responding to and containing high-impact service incidents, as well as managing service delivery, optimizing ITSM processes, and collaborating with cross-functional teams to drive continuous improvement. The individual will also play a key role in strategic meetings with leadership teams.

This role requires expertise in ITSM frameworks, process automation, and security compliance. The analyst will lead improvements in incidents management, change controls, and problem management using industry-leading ITSM platforms. The Senior Response Analyst is pivotal in shaping Fortra’s response strategies for optimal results.

WHAT YOU'LL DO

Incident Management:

• Lead major incident response efforts, coordinating responder groups to resolve service & security issues swiftly and effectively.
• Act as a trusted subject-matter expert for incident management & response strategies, practices, and techniques.
• Direct postmortem discussions, integrating business-wide insights.
• Collaborate at a high level to oversee improvements from postmortem findings.
• Drive organization-wide incident response training and awareness.
• Participate in an on-call rotation.

Change Management:

• Administer change management processes to ensure smooth implementation and minimal disruption.
• Lead CAB meetings with a strategic lens, making informed technical and procedural recommendations.
• Assess RFC alignment with company strategy, reducing change risk and maximizing change effectiveness.
• Champion and enact change management best practices throughout Fortra.
• Analyze the long-term impact of changes to ensure alignment with broader strategic goals.
• Represent Change Management when participating in discussions with adjacent departments regarding change strategy.

Problem Management:

• Utilize Problem Management frameworks to solve or mitigate recurring or high impact issues.
• Evaluate problems based on their impact and frequency.
• Conduct thorough root cause analysis, documenting proposed or applied preventive measures.
• Coordinate with senior leadership to align problem management strategies with Fortra's objectives.
• Collaborate with the risk management department to track trends, proactively identifying patterns and systemic issues.

Miscellaneous:

• Participate in strategic meetings with leadership teams, providing insights and guidance.
• Proactively make recommendations for improvements and execute them promptly.
• Contribute to a culture of incident management awareness.
• Review, refine and tune metrics that drive organizational goals.

QUALIFICATIONS

• Bachelor’s Degree in Computer Science, IT or an equivalent qualification.
• 7+ years of experience in ITSM, IT Operations, or related roles.
• 3+ years of experience in an incident management focused role.
• Self-motivated and proactive attitude, with an “ownership” mindset.
• Consistent, logical, methodical approach to problem-solving and troubleshooting.
• Strong knowledge of ITIL framework and ITSM processes.
• Strong leadership, communication, and stakeholder management skills.
• Deep understanding of business alignment.
• Ability to thrive in a customer-focused environment with high service expectations.
• Comfortable with context-switching and prioritizing competing objectives.
• Strong knowledge of best practices in on-premises and Cloud environments.

PREFERRED QUALIFICATIONS:

• Skilled in delivering training sessions to teams or departments.
• Experience with ITSM tools such as ServiceNow or Jira Service Management.
• Familiarity with automation tools for ITSM.
• Familiarity with software engineering practices such as CI/CD.
• Strong inclination towards DevOps or Site Reliability Engineering methodologies.
• Certifications in ITIL Foundation, ITIL Expert, or cloud technologies.
• Security certifications such as ISC2 CC, GCP, Security+ or SSCP are a plus.