Entry Level Incident Metric Operations Analyst - Ford Motor Company - Dearborn, MI

Job Description

Entry Level Incident Metric Operations Analyst

Position Duties

The Ford Credit Technical Infrastructure Services Organization has a wide range of responsibilities including: Production Management, Telephony Technologies, Latin America System Services, Ford Credit Argentina Planning and Operations, Services Management, Operations, Computer and Network Services and Ford Credit Engineering. The FC Technical Infrastructure team runs, protects, plans and engineers Ford Credit IT infrastructure services.

Position duties include:
Participate in the Production Management Daily Review to identify Critical Success Factor(CSF) violations

Monitor Critical Success Factors for Weekly Metrics Reporting

Provides technical guidance in creation of CSFs/Key Performance Indicators(KPI)

Communicate with all global incident managers.

Provide awareness, facilitation and escalation of Ford Credit incidents

Proactively capture and communicate data relating to current incidents

Creating and presenting monthly business metrics for application availability

Perform follow-up of incidents to ensure resolution through the closed loop process

Lead High and Critical Incident bridges through to resolution or hand-off

Facilitate warm hand-off transition to regional incident managers or incident management analysts to ensure correct communication and action items moving forward.

Generate regular Incident Management metric reports

Minimum Requirements

Bachelor’s Degree

1+ years Incident Management experience

1+ years Global metrics reporting experience

Training and understanding of the IT releases

Familiarity with Ford Credit IT processes

Preferred Requirements

Previous Ford Credit IT metrics experience

Excellent communication skills, verbal and written

Emotional Resilience Continuous improvement philosophy and practice

Self-motivated with the ability to multi-task and manage changing priorities

Ability to perform and multi-task under pressure and meet deadlines

Ability to develop strong working relationships

Utilizes analytical skills with a data-driven mindset and problem solving approach

Accountability for ensuring process discipline

Collaborate and communicate effectively with others

Strong knowledge of the MS Office 2010 product suite and SharePoint

Previous experience creating and reporting multi levels of leadership

Experience working on a global team with geographically distributed team members