Analyst, Incident Management

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, or disability status. EEO/Disabled/Vets

Job Description :

The role is responsible for managing the full lifecycle of a multi user P2 and P1 Incident as well as providing guidance and governance to the L1 eyes on glass monitoring team.

Reports To Operations Shift Manager

Internal Relationships Infra support, Service Management, Application Support teams, All

managers and employees External Relationships Vendors, contractors

Competency Profile

Competency Level

Analysis 3

Customer and Client Orientation 5

Detail and Quality Orientation 4

Planning and Organizing 3

Communication - verbal 5

Team Orientation 4

Technical

Using collaboration tools 4

ITIL / ITSM knowledge 5

Monitoring tools (BMC Truesight, AWS, Splunk) 4

Critical Incident Manager

Time: 100%

Tasks

Strong knowledge on Monitoring Tools and other system tools used for L1 level

troubleshooting.

Candidate should have work experience under ITIL standards and should be ITILv3

Foundation Certified.

6+ years experience in working under DC operations Technology.

At least 3+ years of experience as Incident Manager.

Should possess good knowledge of Incident, change & Problem management.

Should have the understanding of the ITSM tool - BMC Remedy SmartIT

Strong communication skills.

Should be able to handle the conference bridges and be able to independently interact

with the technical teams and customer.

Strong team player and should generate enthusiasm among team members.

Proactive approach to seek opportunities and handle challenges.

Manages the process of innovative change / thoughts.

Develop relationship with client and communicate effectively to identify the need and

evaluate alternative solutions; manages client expectation effectively.

Should have understanding of the business issues and can think 360 degree.

Should be experienced in quality audits and sharing the feedback.

Should have good knowledge of report creation and doing the trend analysis

Open to the rotational shifts and week offs.

Key Performance Indicators

Adhere to Service Level Agreements

Adhere to change control policies and procedures

Adhere to the Incident and problem management procedures

Customer satisfaction

Qualifications

ITIL Foundations

This job is posted with NTS Technology Services Pvt. Ltd.

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