Incident & Problem Management Analyst

3 weeks ago

Hyderabad, Telangana, India Inspire Brands Hyderabad Support Center Full time

Job Description Incident & Problem Management Analyst

Summary of Position:

The Incident & Problem Management Analyst will be responsible for ensuring a cohesiveness incident and problem management practice for Inspire Shared Services. The role will lead the Major Incident process for Inspire Shared Services focusing on E-commerce and Infrastructure. The role will be responsible for engaging and triaging Major Incidents to the proper team. The role will also be responsible for communicating to Senior Leadership status reports to incident completion. Outside of Major Incident, the role will also manage the problem management practice. Driving the long-term incident reduction through root cause analysis and problem management while leveraging best practices according to the ITIL framework.Working with Stakeholders to drive problems to resolution.

The role will report directly to the Manager of Incident and Problem Management

Key Responsibilities:

  • Identify and classify problems and their root causes and provide timely resolution to prevent recurring incidents.
  • Responsible for identifying and managing of current problem tickets as well as driving the problem to proper resolution.
  • Drive Root Cause Analysis by working with internal/external business and technical teams when outages occur once the system is stable.
  • Investigate and diagnose problems using relevant subject matter experts to assess and analyze root causes.
  • Coordinate process and resources to resolve outages and systemwide problems.
  • Manage process for communicating outage/emergency activities to the organization.
  • Triage technical communication bridge during outages and systemwide problems to ensure key resources are working towards resolution.
  • Interacts and communicates with end-users, management, vendors, and IT personnel incident status in a timely manner.
  • Maintain knowledgebase repository and ensure quality procedures and solutions are available to the staff.

Education Qualifications:

  • Required Minimum: Bachelor's degree in Computer Science, Management Information Systems, or related field.
  • 3+ years in depth experience defining, implementing, and improving ITSM processes
  • ITIL Certification or relevant experience.
  • ServiceNow Certification or relevant tool experience.
  • Experience with ITSM tools and solutions; ServiceNow desired

Experience Qualification:

  • A minimum of 3 years' experience in a medium to large sized enterprise environment.
  • 3+ years of experience in IT Service Management process design focused on Incident, Problem, and Major Incident Management.

Required Knowledge, Skills, or Abilities:

  • Understanding of the principles of the Incident and Problem Management as anITIL/ITSMmanagement practice area.
  • Firm understanding of three lines of defense model, preferably amongst Multi-branded Shared Services Environment.
  • Must be a self-starter and comfortable operating independently and be able to navigate with autonomy; provide updates on progress, re-confirm priorities, flexible and seek to clarity/help in the event of roadblocks.
  • Understanding of the Agile methodology.
  • Experience with communicating professionally with customers and senior leadership, verbal and written
  • Process design expertise and process excellence focused.
  • Ability to influence others at all levels of an organization with proven leadership skills.
  • Experience with service management software such as Service Now.
  • Able to remain calm and stay focused under high stress situations.
  • Ability to influence others at all levels of an organization with proven leadership skills.
  • Ability todemonstrates strong project management skills including, critical ability to coordinate and balance multiple projects in a time-sensitive environment, under pressure, and meeting deadlines.
  • Able to commit to working non-standard hours on occasion.
  • Able to perform high stress situations.

About Inspire:

Inspire Brands is a multi-brand restaurant company whose current portfolio includes nearly 32,000 Arbys, Baskin-Robbins, Buffalo Wild Wings, Dunkin, Jimmy Johns, and SONICDrive-In locations worldwide. The company was founded in 2018 and is headquartered in Atlanta, Georgia.

About Inspire Brands Hyderabad Support Center:

Inspire fosters a culture of innovation that encourages team members to take risks, test, and learn. We want to create an environment where ideas emerge and succeed at every level.

Inspire Brands is disrupting the restaurant industry through digital transformation across multiple brands. The companys technology hub, Inspire Brands HyderabadSupport Center, will lead technology innovation and product development for the organization and its portfolio of distinct brands (both current and future). The Center will focus on developing new capabilities in datascience, data analytics, eCommerce, automation, cloud computing, and information security to accelerate the companys rapid growth and influence how we reach the guest and, more importantly, how the guest wants to interface with us.

Inspires Hyderabad Support Center will also host an innovation lab and collaborate with start-ups to develop solutions for productivity optimization, workforce management, loyalty management, payments systems, and more.

Why Inspire Brands?

Inspire and its six iconic, global brands are driven by passionate team members with a collaborative, innovative spirit and a desire to use technology to create memorable, flavorful experiences for our guests worldwide.

At Inspires Hyderabad Support Center, you'll get the opportunity to learn and grow with us. What makes Inspire different in the way we approach technology is that we are building the capability to be extensible and scalable across our brands.

Inspire fosters a culture of innovation that encourages team members to take risks, test, and learn. We want to create an environment where ideas emerge and succeed at every level, not just at the top.

A supportive, inclusive environment is very important to us. Just as each of our brands are authentic and unique, we also encourage our team members to do the same. We're a stronger company because of it.

Join a company where we elevate each other and the communities we serve.

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