Incident Analyst – MIM

3 weeks ago

Chennai, Tamil Nadu, India Sutherland Full time
Job Description

Manage the lifecycle of all Major Incidents and function as the single point of contact (SPOC) during end-to-end management of all IT priority1 incidents between the resolver groups and the internal/external stakeholders.

  • Leveraging technology to issue all communications and providing key stakeholder management
  • Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls
  • Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed
  • Matrix management of people, processes and resources – including resolving conflict to move forward to resolution
  • Being accountable for resolving the outage via workaround or permanent fix
  • Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews
  • Supporting and nurturing process improvements and knowledge base improvements
  • Continually maintaining and developing tools and resources to manage major incidents effectively
  • Providing periodic major incident metrics reports

Person Specification

  • Excellent listening skills.
  • A willingness to problem solve.
  • Strong verbal & written communication skills.
  • Resilience - being able to handle complaints from customers.
  • The ability to work as part of a team.
  • Be self-driven & pro-active.

Essential

  • Good organization skills including the ability to prioritize workload within agreed parameters
  • Ability to communicate effectively in writing and verbally, adapting style to suit the audience
  • Ability to understand and demonstrate commitment to Sutherland's Major Incident Policy and to ensure all activities are consistent with it

Desirable

  • Experience in leading projects and motivation of others.
  • Excellent coordination skills: managing complex IT technical investigations.
  • Excellent ability to organize, present, moderate management teleconferences in a structured manner.
  • High degree of initiative, responsibility, reliability and proactive action.
Qualifications


•    Should have a minimum of 3+ years experience with IT Incident management role. 


•      Excellent coordination skills: managing complex IT technical investigations.


•      Excellent ability to organize, present, moderate management teleconferences in a structured manner.


•      High degree of initiative, responsibility, reliability and proactive action.


•      Good organization skills including the ability to prioritize workload within agreed parameters


•      Ability to communicate effectively in writing and verbally, adapting style to suit the audience

Additional Information

Rotational shifts (24x7).

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