Cybersecurity Staff Analyst | Incident & Problem Management

Role Summary

With a career at The Home Depot, you can be yourself and also be part of something bigger.

Position Purpose

The objective of Incident/Problem Management is to drive incident lifecycle management in order to reduce the velocity of incidents and mean time to resolution, while increasing overall security of the environment through infrastructure and application hardening.

• Facilitate security incidents to a prompt resolution
• Identify opportunities to improve overall lifecycle management of products
• Eliminate or reduce the impact of service outages and problems within The Home Depot
• Coordinate and ensure major events are well-communicated and are driven to completion
• Real-time monitoring and notifications of high-profile events
• Instant action on adverse effect s

Direct Manager/Direct Reports

This position typically reports to Manager or Sr. Manager

This position has 0 Direct Reports

Minimum Years of Work Experience

8

Responsibilities

• § Respond to incident engagements
• § Familiar with ITIL v4 Foundation
• § Base knowledge of IT systems and purpose
• § Scope and document all incidents with appropriate parameters
• § Manage incidents to service restoration including validation
• § Follow escalation process
• § Create and assign problem records, when appropriate
• § Document root cause and no-repeat plans for all assigned problem records
• § Follow up on problem tasks to completion.
• § Ensure end-users follow emergency break/fix process for change compliance

§ Facilitate activities involved in the event management process

100% Deliver Execution, Plans & Aligns, Develop Others - Oversee multiple projects simultaneously; Strategic partner to align solutions to customers expectations Communicate to various levels of business partners; Collaborate with stakeholders, business partners, colleagues, developers and others to deliver high quality solutions; Partner cross-functionally to define assess, communicate, implement, train and change management of projects; Lead, mentor and provide guidance to team members and partners; Serve as SME and perform research/analysis within assigned projects

Requirements

Preferred qualifications

• Experience in Incident, Problem, or Change management
• Experience in ITIL V4 Foundation
• Excellent communication skills
• Ability to de-escalate and lead situations
• Knowledge of IT systems and purpose
• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.
• Preferred Qualifications
• 2+ years of previous leadership experience

Minimum Education

The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Competencies

• Action Oriented
• Collaborates
• Drives Engagement
• Communicates Effectively
• Customer Focus
• Drives Results
• Manages Conflict
• For California, Colorado, Connecticut, Rhode Island, Nevada, New York City, Ithaca (NY), Westchester County (NY), and Washington residents:
• The pay range for this position is between $120,000.00 - $190,000.00
• No travel required.
• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.