.**This is where you save and sustain lives**At Baxter, we are deeply connected by our mission. No matter your role at Baxter, your work makes a positive impact on people around the world. You'll feel a sense of purpose throughout the organization, as we know our work improves outcomes for millions of patients.Baxter's products and therapies are found in almost every hospital worldwide, in clinics and in the home. For over 85 years, we have pioneered significant medical innovations that transform healthcare.Together, we create a place where we are happy, successful and inspire each other. This is where you can do your best work.Join us at the intersection of saving and sustaining lives—where your purpose accelerates our mission.The Problem and Major Incident Analyst is responsible for the day-to-day execution of Global IT Problem and Major Incident Management processes at Baxter. This includes 1) leading Major Incident calls to ensure that service is restored in a timely manner and 2) coordinating efforts to identify the root cause and preventative measures for Major Incidents. This requires tight integration with Service Desk, functional resolver groups, IT executives and ITIL process. Critical to this role is understanding user impact in a complex environment and the ability to quickly assess what IT functions may be needed for the timely resolution of any major incident.**Primary Responsibilities and Activities**- Leads Major Incident bridge calls for issues that have a significant business impact to Baxter- Engages the technical teams required to investigate and resolve the issue- Facilities and drives the bridge call to ensure that progress is being made towards restoring service- Escalates to technical team leadership as appropriate- Develops and distributes regular status updates to key IT and business stakeholders- Maintains a detailed log and timeline of all activities (issue start time, technical team engagement, restoration, etc.)- After service has been restored, works with technical teams to perform Root Cause Analysis (RCA) and identify and document preventative measures and follow-up actions- Oversees the creation and maintenance of Knowledge Articles (i.E., Known Errors, Workarounds, etc.)- Performs governance activities for the Major Incident, Problem and Knowledge Management processes (process adherence, issue resolution, etc.)- Develops and delivers management reports covering outage details, root cause, trending, etc