Sr. Analyst - Incident

Bengaluru

3 - 5 years of experience

Refer Apply

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.

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