Overview

The Incident Data Analyst plays a crucial role in enhancing GEN incident response capabilities

by transforming raw incident data into actionable insights. This position is responsible for

collecting, analyzing, and reporting on incident trends, root causes, and performance metrics to

identify areas for improvement and support data-driven decision-making within the GEN incident

management framework.

Responsibilities

Data Analysis & Reporting:

Perform in-depth analysis of incident data to identify patterns, anomalies, and underlying causes.
Develop and present clear, concise, and impactful reports, dashboards, and visualizations to communicate incident trends and performance.
Quantify the impact of incidents on business operations and identify cost-saving opportunities through improved incident resolution.
Generate regular reports on key performance indicators (KPIs) such as Mean Time To Resolve (MTTR), Mean Time To Detect (MTTD), incident volume, and incident categorization.

Root Cause Analysis & Prevention:

Collaborate with incident responders, engineers, and other stakeholders to facilitate preliminary root cause analysis (RCA) efforts.
Identify recurring incident types and recommend proactive measures to prevent future occurrences.
Contribute to the development of incident prevention strategies based on data
insights.

Process Improvement & Optimization:

Support the continuous improvement of incident response playbooks and procedures.
Work with cross-functional teams to implement improvements and track their effectiveness.

Tooling & Automation:

Explore and implement automation opportunities for data collection, analysis, and reporting.
Communication & Collaboration:
Effectively communicate complex data insights to both technical and non-technical audiences.
Collaborate with various teams, including IT Operations, Engineering, Security, and Business Units, to ensure alignment on incident data analysis and reporting needs.

Qualifications

Bachelor's degree in Computer Science, Information Technology or a related quantitative field.
Proven experience (2+ years) in a data analysis role, preferably within an IT operations, incident management, or cybersecurity environment.
Strong proficiency in MS Excel or Google Sheets for data extraction and manipulation.
Experience with data visualization tools (e.g., MS PowerPoint, Google Slides) and creating impactful dashboards.
Solid understanding of ITIL principles and incident management processes.
Excellent analytical, problem-solving, and critical thinking skills.
Strong attention to detail and accuracy in data handling.
Ability to work independently and collaboratively in a fast-paced environment.
Excellent written and verbal communication skills.

Preferred Qualifications

Customer Service Associate II

Incident Data Analyst