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Data Incident and Problem Management Analyst
Job Description:
- Coordinate incident response activities for data platform and application incidents
- Lead root cause analysis for significant incidents and document findings, contributing factors, and corrective/preventive actions
- Manage the problem management process, including recurring issues, known errors, and long-term remediation plans
- Facilitate post-incident reviews and continuous operational improvement initiatives
- Maintain incident and problem management documentation, logs, timelines, and resolution records
- Develop and maintain incident response runbooks, escalation procedures, and stakeholder communication protocols
- Track and report incident and problem management metrics such as MTTR, recurrence rates, and SLA compliance
- Serve as Security & Compliance Engineer by implementing and monitoring security controls, configurations, and compliance requirements
- Support security incident response, vulnerability remediation, and compliance audits
- Partner with DevSecOps, data governance, and infrastructure teams
- Conduct trend analysis on incidents and security events and recommend preventive measures
- Support audits and regulatory reporting with incident, problem, and security compliance documentation
- Facilitate communication and coordination across cross-functional teams during major incidents
- Lead incident triage, escalation, communications, tracking, and resolution
- Coordinate response across Data Engineering, Cloud, DBA, DevSecOps, Security, Application, and Governance teams
- Ensure operational activities align with data security, privacy, access control, retention, and regulatory requirements
- Develop incident and problem management dashboards, metrics, trends, and reports
- Support disaster recovery, continuity, and major incident exercises
Requirements:
- MA/MS degree with 5+ years of general experience in information systems and 5+ years of specialized experience, or BS/BA degree with 7+ years of general experience in information systems and 5+ years of specialized experience
- Experience may be considered in lieu of degree
- Experience assisting with testing, writing acceptance criteria, and confirming test case results
- Experience producing relevant and current requirements, sizing user stories correctly, and removing roadblocks before sprint start
- Proven experience as a Business Analyst on enterprise IT or data programs
- Experience supporting cloud data platforms, analytics, or data initiatives
- Strong skills in requirements management, data analysis, and documentation
- Ability to work with technical and non-technical stakeholders
- Experience in Agile/Scrum environments and using Jira/Confluence
- Familiarity with data governance, metadata management, and data quality practices
- Experience with SQL for data querying and validation
- Proficiency with BI/reporting tools such as Power BI, Tableau, or QuickSight
- Familiarity with statistical analysis tools/techniques such as Excel, R, or Python preferred
- Experience with cloud data platforms such as Snowflake, Databricks, or AWS preferred
- Understanding of data architecture concepts including data lake, lakehouse, and warehouse
- Strong analytical, problem-solving, and statistical analysis skills with attention to detail and data accuracy
- Ability to clearly communicate insights to varied business and technical audiences
- Experience supporting compliance-driven or statutory reporting preferred
- Familiarity with STTM/data mapping tools preferred
- Experience mentoring or leading analytical work is a plus
- Federal or regulated-environment experience is a plus
- Experience with data governance and data quality programs preferred
- Experience supporting AI/ML and advanced analytics initiatives preferred
- Understanding of cloud infrastructure, data platforms, cybersecurity, and compliance
- Experience with AWS/GovCloud, security operations, and Federal environments preferred
- ITIL, Security+, AWS, or related certification preferred
- Excellent presentation and communication skills, oral and written
- Consultant mindset and ability to work with high-level customer stakeholders
- Experience identifying and applying industry tools, solutions, methods, best practices, and emerging technologies
- Ability to work effectively independently and as part of a team
- Strong crisis management and communication skills
- No security clearance required
- US citizenship is not required
Benefits:
- Medical plan options, some with Health Savings Accounts
- Dental plan options
- Vision plan
- 401(k) plan with pre-tax and post-tax contributions and company match
- Full flex work weeks where possible
- Vacation, sick, and personal time
- Paid holidays
- Paid parental leave
- Military leave
- Bereavement leave
- Jury duty leave
- 15 days of paid leave per calendar year for new employees, prorated based on hire date
- 10 paid holidays per year, prorated based on hire date
- Up to 160 hours of paid family leave in a rolling 12-month period for eligible employees
- Short- and long-term disability benefits
- Life insurance
- Accidental death and dismemberment insurance
- Personal accident insurance
- Critical illness insurance
- Business travel and accident insurance
