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Senior NOC Analyst

2 months ago

Pune Maharashtra, Maharashtra, India Johnson Controls International Full time

Job Title: Senior NOC Analyst

Role Summary:

Command center – MIM Analyst is a multitasking position within a command center Their primary responsibilities include Major Incident Management, Post-Incident Reviews, alert and incident monitoring 24*7*365. The ideal candidate will understand the need for well-structured, flexible processes to work in a fast-paced, agile environment. The candidate will also understand current and emerging technologies well and have strong analytical and problem-solving skills.

How you will do it:-

  • Begin by thoroughly reviewing incident tickets and calls to identify major incidents. Assess their impact and urgency.
  • Take charge during major incidents by leading the incident bridge. Ensure effective communication, collaboration, and resolution. Maintain a high standard of incident handling.
  • Identify key stakeholders who need to be informed during major incidents. Define the content and frequency of communication updates.
  • Verify that major incident communications adhere to the defined standard operating procedures (SOPs). Ensure that they have been sent promptly and accurately.
  • Conduct thorough post-incident reviews to analyze what went well and areas for improvement. Compile insights into a Major Incident Management (MIM) report.
  • Continuously strive for operational excellence within the command center. Look for opportunities to enhance resilience and minimize future incidents.
  • Proactively propose enhancements to existing processes. Collaborate with relevant teams to implement improvements.
  • Regularly assess the effectiveness and efficiency of major incident management processes. Adjust as needed.
  • Clearly define the major incident management process, service levels, and performance metrics. Communicate these to all relevant stakeholders.

  • Service Delivery

  • Team player with a passion for service and a proven ability to work with technical and non-technical colleagues across all levels of the organization.
  • Operate with focused calm and efficiency during critical and sensitive circumstances.
  • Keen attention to detail, and strong organizational, customer service, and decision-making skills.
  • Take accountability for your actions and own tasks through to completion.

  • Collaboration
    • Foster collaboration and communication with cross-functional teams, such as IT, security, and other relevant departments.
    • Facilitate effective information sharing and coordination to address incidents and improve operational efficiency.
    • Collaborate with external partners or vendors when necessary to resolve complex issues.
    • Communicate clearly, transparently, candidly, and respectfully under pressure.

  • Governance/Standards
    • Adopt processes, standards, and best practices as it relates to IT service management.
    • Ensure compliance with industry regulations and best practices.
    • Organize, prioritize, and manage time effectively in a fast-paced environment.
    • Adapt to shifting priorities, demands, and timelines.

What we look for

[Required Qualifications – Education, Skills & Experience]

  • A degree in computer science, information management or related field, or equivalent work experience.
  • Comfortable to working in 24*7 environment.
  • Good Communication skills (Verbal and written both)
  • Must have experience of 5+ yrs in Infrastructure Incident Management, Major Incident Management handling, Infrastructure operations and support.
  • Must have good understanding of enterprise-wide IT operations and support functions.
  • Good Analytical skills and problem-solving ability.
  • Good customer handling skills
  • Ensure the quality of the Major Incident handling.
  • Drive Post Incident Reviews and produce MIM report.
  • Establishes and communicates the process, service levels, and process performance metrics.
  • Excellent communication and collaboration skills
  • Capability to work both independently and collaboratively.
  • Good to have SolarWinds/Dynatrace/ Splunk and ticket management tools ServiceNow.

[Preferred Qualifications – Education, Skills & Experience]

  • Experience/ knowledge in a Service management environment preferred.
  • ITIL certification desired