IT Service Delivery (ITSD) has established an IT Operations Center with the mission of maximizing IT service availability and the end user experience. The IT Operations Center will deliver an end-to-end service approach for incident management to meet service level objectives by proactively preventing and promptly resolving incidents. Greater than 50% of the work on the team will be focused on proactive incident prevention with the remainder acting as a standing Major Incident Management team.
The position of IT Reliability Analyst is a member of the IT Operations Center Support team. They will participate in helping drive reliability, efficiency and continual improvement of operational processes and tools across the IT function by executing ITC's Major Incident Management(MIM) and Root Cause Analysis(RCA) processes. This role provides numerous opportunities to interact with a broad range of stakeholders across the IT function, from technical teams to management.
Key responsibilities include, but are not limited to:
FACILITATE IT ROOT CAUSE ANALYSIS(RCA) INVESTIGATIONS
•Facilitate RCA investigations for ITC Business Incidents(BI's) to drive high quality outcomes
•Identify root causes, assign action items, and ensure timely adherence to the RCA process by all participants
•Facilitate targeted lookback sessions, as requested by management, for incidents within the IT Function
•Coordinate with IT Operations Center leadership to review outcomes of investigations and recommend improvements that could be put in place for proactive incident prevention
•Assist investigation team members in navigating the RCA process and challenging assumptions
COORDINATE MAJOR IT INCIDENTS
•Respond to major incidents, as part of on-call coverage rotation, to coordinate and ensure that the right people are engaged to fix the problem
•Assist IT Operations Center technical SME's in driving troubleshooting to ensure timely service restoration
•Coordinate with ITOC staff to ensure accurate and timely communications are sent regarding incident response and service restoration
EXECUTE IT RELIABILITY PROCESSES WITH EXCELLENCE
•Examine existing processes and work with senior IT Operations Center staff to drive continual improvement of reliability and IT operational discipline
•Provide mentoring and training for the Severity 1, Business Incident and Root Cause Analysis processes
•Provide best-practice guidance to IT Function for Incident Investigation and Root Cause Analysis
•Coordinate with ITSM Operations and Enterprise Reporting teams where needed
•Assist with coordination of IT Operations Center Problem Management investigations intended to develop solutions to complex, cross-functional IT issues
•Provide mentoring for asset teams on IT Operational processes and procedures
TRENDING AND PROACTIVE ANALYSIS
•Review Incident, Change and Reliability data for trends
•Summarize findings and recommendations, and assist with management communications when necessary
•Communicate to stakeholders and conduct follow up to measure results of mitigating actions
NETWORK AMONG KEY TECHNICAL CONTACTS
•Maintain regular contact with key technical teams that support the Company's most critical IT assets
•Understand the company's systems and support structures, including incident management, business continuity and disaster recovery practices
•Influence the IT Function on adoption of industry best practices, processes and tools developed by ITSM.
•Leverage influence among asset groups to stay on top of new technologies and trends
Chevron participates in E-Verify in certain locations as required by law.
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