Sr. Analyst - Incident

3 - 5 years of experience
Job Description
Service Desk
_Drive the Service desk process implementation 
_Identify  training needs &  drive trainings on defined Processes, Metrics and Audits
_Monitor the Performance of Service Desk Processes & analyze the performance 
_Identify actual issue and take up with specialists for support 
_Identify tool shortcomings for improvement"
Incident Management (IM)
_Drive the Implementation of defined IM Processes 
_Impart / plan training of resources on defined Processes, Metrics and Audits
_Monitor the Performance of IM Process
_Analyze the performance to identify actual and potential failure modes  
Capacity Management (CM)
_Analyze monitored data
_Propose  refinement / changes  ( such as configuration) for performance improvement _Implement & Monitor CM process
_Identify failure modes and suggest changes
_Ascertain sufficiency and efficiency of interdependent processes (such as Configuration Management, Change Management, Problem Management) and propose improvements
ITSCM (Information Technology Service Continuity Management)
_Carry out risk analysis & define deliverables
_Draft contracts & evaluate test reports
_Invoke recovery and continuity mechanisms
_Prepare and publish reports
SLA management
_ Drive Awareness campaign & implement defined actions for improvement
_Process performance monitoring, analyzing, finding GAP, planning actions (around people, process) for improvement"
IT Security Management
_Monitor performance of IT Security process
Vendor Management (VM)
_Drive the execution of defined VM Processes
_Monitor the Performance of VM Process, analyze the performance to identify actual and potential failure modes
_Ensure 100% compliance w.r.t the Process as well as SLA"
Business Relationship Management
_Prepare presentations/reports for Service Review to ensure communication to customer in the best possible manner on Service Performance and Service Improvements
_Drive implementation of corrective/preventive actions for Customer Complaints and communicate to the customer on the same"

Technical Skills
IT Infrastructure Management (A)
Incident Management (A)
Availability management (A)
IT Service Continuity Management (ITSCM) (A)
Service Level Management  (A)
IT Security Management (A)
Vendor Management (A)
Business Relationship Management (A)
Behavioral Skills
Email  Communication, Presentation, Public Speaking  (F)
Strategic Thinking, Transactions Processing, Planning (A)
Analytical Thinking, Scientific Temperament (A)
Interpersonal Skills (F), Nurturing Relationships (A)
Customer Service Orientation, Business Appreciation (F)
We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristic protected by law.