Incident Management Analyst I - OT Support

RWE Americas, LLC To start as soon as possible, full time, permanent

Functional area: IT / Digital; Operations & Maintenance Remuneration: Exempt

The Incident Management Analyst I provides first-level technical support for operational technology (OT) systems and users. This entry-level role resolves common, low-risk incidents by following established procedures, using approved diagnostic tools, and accurately recording activities in incident management systems. The role works under direct supervision and escalates unfamiliar, complex, or higher-risk issues to senior analysts or specialized technical teams.

The successful candidate communicates clearly and professionally with users, demonstrates a willingness to learn, and develops foundational knowledg of OT environments, support tools, and troubleshooting techniques.

Role Responsibilities:

• Provide first-level support for common, low-risk user issues affecting OT systems, applications, devices, and related technologies • Receive, document, categorize, and track incidents and service requests in accordance with established procedures • Gather relevant issue details from users, including symptoms, timing, affected systems, and business or operational impact • Perform predefined troubleshooting steps for routine OT incidents under guidance • Use approved diagnostic and monitoring tools to identify common system errors and basic connectivity or access issues • Follow standard operating procedures, work instructions, and escalation protocols • Escalate unknown, recurring, complex, or potentially high-impact issues to senior analysts or appropriate technical teams • Maintain clear and accurate incident records, including actions taken, findings, resolution details, and escalation information • Communicate status updates and resolution information to users in a clear, polite, and timely manner • Collaborate with senior analysts and technical specialists to learn resolution techniques and build OT support capability • Support the consistent application of security, safety, access control, and compliance requirements within OT environments • Participate in knowledge-sharing activities and contribute to the improvement of support documentation and knowledge articles • Perform other related duties as assigned

Job Requirements and Experience:

• Associate’s degree in Information Technology, Computer Science, Engineering, Industrial Technology, or a related discipline. • Preferred Certifications • One or more entry-level or relevant certifications, such as: • CompTIA A+ • CompTIA Network+ • CompTIA Security+ • ITIL Foundation • Microsoft or equivalent technical support certification • Industrial control systems, OT cybersecurity, or automation-related certification • Vendor-specific certifications relevant to the supported OT environment • Minimum 1 year of IT experience. • Minimum 1 year of OT experience, or equivalent hands-on experience in an industrial, manufacturing, utilities, or operational environment. • Entry-level industry experience is appropriate. • Equivalent combinations of education, training, and relevant experience may be considered. • Basic troubleshooting and problem-solving skills. • Ability to follow procedures accurately. • Strong attention to detail when recording incidents and technical information. • Clear written and verbal communication skills. • Professional and courteous user-service skills. • Willingness to learn from senior analysts and technical specialists. • Ability to prioritize routine tasks and manage assigned incidents. • Awareness of confidentiality, cybersecurity, safety, and operational risk. • Ability to work effectively in a structured support environment. • Reliability, accountability, and a continuous-improvement mindset • Basic knowledge of: • IT and OT support concepts. • User support tools and service management platforms. • Incident logging and ticket management protocols. • Operating systems, end-user devices, networks, and basic system connectivity. • First-level troubleshooting methods. • OT environments, systems, and operational processes. • Ability to follow predefined procedures and work instructions consistently • Ability to use diagnostic tools with guidance • Understanding of the importance of system availability, operational continuity, and safe working practices in OT environments • Awareness of cybersecurity principles relevant to user support and OT systems • Ability to recognize when an issue is outside the scope of first-level support and requires escalation