General information

Job ID

Description & Requirements

Essential Duties
1) The person is responsible for the analysis of root causes of all P1 incidents handled by the VNOC team, he/she owns and drives the coordination of this process resulting to a solid and comprehensive retrospective document.

2) The person is also expected to closely collaborate with the VNOC team who will prepare the final report out to external customers and stakeholders.

3) The person is also expected to collaborate with the different cloud and support teams, as well as with their respective management chains to understand processes and procedures relating to product support and the overall customer experience.

Secondary Responsibilities:
Major Incident Management manager:
1) Work across one or more shifts in a 24x7x365 operational team (on-call on weekends), whose primary function is to drive critical incidents (P1) impacting services to global external customers.
2) Manage outages, driving and coordinating resolution, including calls, escalation and timely notification to customers, and to all senior and executive stakeholders across the company.
3) Ensure that Incident records are fully documented both during and after the Incident, including gathering and recording the full incident timeline of events.
Basic Qualifications
Bachelor's Degree in Information Technology, Computer Science, Computer Information Systems or a related field.
Preferred Qualifications
· Bachelor's Degree in Information Technology, - Computer Science, Computer Information
Systems or a related field.
· Project management certifications
· Experience in Cloud Computing
Position Summary
RCA Analyst organizes meetings with different stakeholders - Service Owners, Cloud Ops and Support teams to drive root cause analysis after each P1 outage/ degradation.

Infor Values:

Our Guiding Principles set the standard for how we work with one another. They define who we are as an organization and guide everything we do. By applying the same shared values that unleash prosperity in free societies—such as value creation, integrity, responsibility, free speech, and toleration—we encourage one another to take initiative and to challenge the status quo.


We have a relentless commitment to a culture based on a business philosophy called Market Based Management® (MBM®). Informed by the principles that allow a free and open society to flourish, MBM® prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.