IT Analyst, Critical Response Team (CRT)

Requisition Number: 78262   The company built on breakthroughs. ​   Join us.​                                                                                Corning is one of the world’s leading innovators in glass, ceramic, and materials science. From the depths of the ocean to the farthest reaches of space, our technologies push the boundaries of what’s possible.  ​     How do we do this? With our people. They break through limitations and expectations – not once in a career, but every day. They help move our company, and the world, forward. ​     ​At Corning, there are endless possibilities for making an impact. You can help connect the unconnected, drive the future of automobiles, transform at-home entertainment, and ensure the delivery of lifesaving medicines. And so much more.​       ​Come break through with us.      The global Information Technology (IT) Function is leading efforts to align IT and Business Strategy, leverage IT investments, and optimize end to end business processes and associated information integration technologies.  Through these efforts, IT helps to improve the competitive position of Corning's businesses through IT enabled processes.  IT also delivers Information Technology applications, infrastructure, and project services in a cost efficient manner to Corning worldwide. Role Purpose

Corning is investing through providing staff and stakeholders with timely Major Incident Management, supporting High Availability of applications and services for Corning by improving day-to-day operations, drive strategic decisions and improve the overall quality of D&IT services Corning seeks an experienced D&IT Incident Analyst who can manage individual IT incidents driving both internal and third-party teams in the ongoing management of IT incidents.  This incident analyst will also look holistically at incident patterns to propose and implement actions based on those patterns to improve D&IT systems availability. Key Responsibilities

Ensure Incident Management processes meet SLA/OLA commitments and service quality standards. Manage incident lifecycle, including prioritization, escalation, tracking, and resolution. Fulfill roles and responsibilities associated with Major Incident Management including Commander and Communicator. Coordinate with Service Desk, support teams, Process Managers, and Service Integrators to restore services quickly. Monitor incident queues and workloads to ensure SLA compliance. Complete Post-Incident Reports and transition incidents to Problem Management as appropriate. Identify and analyze recurring incidents, trends, metrics, and root causes to drive service improvements. Track escalations and ensure timely resolution of incidents. Partner with key stakeholders including service lines to identify and support improvements to reduce service disruptions. Escalate critical unresolved incidents to leadership and provide timely and accurate status communications. Maintain and improve operational procedures to enhance service reliability. Report operational performance and recommendations to IT leadership and stakeholders. Required Qualifications

Minimum of associates degree or relevant work experience; Minimum of 5 years of operational experience in an IT technical domain in a support role. Experience working directly with end users in a customer-facing environment. Broad knowledge of IT technologies including server, storage, database, cloud, security, and network technology domains Effective leadership, organization, and planning skills with the ability to handle changing priorities Advanced technical troubleshooting capabilities; problem solving skills Knowledge of Service Management / ITIL processes and procedures Experience with IT Service Management, ITIL and ITSM tools Work a set 8-hour schedule as a part of a