Incident and Escalation Analyst

SiteCore

Sitecore delivers a composable digital experience platform that empowers the world’s smartest and largest brands to build lifelong relationships with their customers. A highly decorated industry leader, Sitecore is the leading company bringing together content, commerce, and data into one connected platform that delivers millions of digital experiences every day. Thousands of blue-chip companies including American Express, Porsche, Starbucks, L’Oréal, and Volvo Cars rely on Sitecore to provide more engaging, personalized experiences for their customers.

Position Overview

We are seeking experienced and dynamic Incident & Escalation Analyst to join our team at Sitecore. This role is critical in managing and resolving incidents and escalations, ensuring that our customers receive timely and effective support. The ideal candidate will have strong communication skills, the ability to operate under pressure, and a basic understanding of Azure and/or AWS technologies.

Key Responsibilities:

• Incident Management:
  • Lead the incident management process, ensuring timely resolution of incidents.
  • Coordinate with various teams to diagnose and troubleshoot issues.
  • Monitor incident trends and implement corrective measures to prevent recurrence.
• Escalation Management:
  • Manage escalations from initial report to resolution, ensuring customer satisfaction.
  • Serve as the primary point of contact for escalated issues, both internally and externally.
  • Collaborate with different management layers to facilitate swift resolution of escalations.
  • Ensure escalations are handled in accordance with established SLAs and policies.
• Reporting and Documentation:
  • Compose detailed incident and escalation reports for internal and external stakeholders.
  • Maintain accurate records of incidents and escalations, including root cause analysis and resolution steps.
  • Provide regular updates to senior management on the status of critical incidents and escalations.
• Communication:
  • Communicate effectively with technical and non-technical stakeholders at all levels.
  • Prepare and deliver clear, concise communications and presentations.
  • Liaise with customers to provide updates and gather feedback on incident and escalation handling.
• Technical Proficiency:
  • Possess a basic understanding of Azure and/or AWS technologies.
  • Collaborate with technical teams to understand and address the technical aspects of incidents and escalations.
• Continuous Improvement:
  • Identify opportunities for process improvements in incident and escalation management.
  • Implement best practices to enhance the efficiency and effectiveness of the support process.
  • Conduct post-incident reviews and contribute to knowledge base articles.

Requirements

• Bachelor’s degree in Information Technology, Computer Science or any related field.
• Proven experience in incident and escalation management, preferably in a technology or SaaS environment.
• Strong communication skills, both written and verbal.
• Ability to operate effectively under pressure and manage multiple priorities.
• Basic understanding of Azure and/or AWS technologies.
• Excellent problem-solving skills and attention to detail.
• Ability to work collaboratively with cross-functional teams and build strong relationships.
• Strong organizational skills and the ability to maintain accurate records.

Preferred Skills:

• Experience with ITIL or similar incident management frameworks.
• Knowledge of Sitecore products and services.
• Experience operating across various support tools, such as DevOps, Jira etc.
• Certification in Azure or AWS technologies.
• Basic understanding of .NET, C#, ASP.NET, MVC, SQL Server, and other technologies used in Sitecore solutions.
• Familiarity with cloud platforms like Azure or AWS, and understanding of SaaS, PaaS, and IaaS models.
• Experience with ITSM tools like ServiceNow, JIRA, or similar.
• Business understanding of the SAAS operational activities, monitoring, and service credit procedures.
• Familiarity with DevOps practices and tools like, Docker, Kubernetes, etc.
• Basic understanding with troubleshooting and performance tuning of .NET applications.
• Knowledge of network protocols, server infrastructure, and database systems.

Additional information

We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community. #Li-Hybrid