Incident & Problem Management Analyst
4 weeks ago
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.
-
Hyderabad, Telangana, India Inspire Brands Hyderabad Support Center Full timeJob 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...
-
Hyderabad, Telangana, India Inspire Brands Hyderabad Support Center Full timeJob Description Incident & Problem Management AnalystSummary 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...
-
Incident & Problem Management Analyst T500-10567
9 hours ago
Hyderabad, Telangana, India Inspire Full timeJob 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....
-
Problem Manager
2 weeks ago
Hyderabad, Telangana, India NTT Full timeNTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of...
-
Problem Manager
9 hours ago
Hyderabad, Telangana, India NTT Full timeJOB DESCRIPTION NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our...
-
Problem Manager
56 minutes ago
Hyderabad, Telangana, India NTT Full timeNTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of...
-
Cim Amp Associate 2
8 hours ago
Hyderabad, Telangana, India RSM US LLP Full timeAs a member of our CIM group, working specifically with Tax Accounting Methods & Periods (AMP), you will be responsible for the following job duties which are focused around two core concepts: your technical and quality expertise and delivering excellent client service:Delivery of AMP projects supervised by regional and WNT AMP specialists, including revenue...
-
Incident Manager
2 hours ago
Hyderabad, Telangana, India Diebold Nixdorf Full timeThe Global Major Incident Manager (MIM, 24/7) has authority to manage Major Incidents (MI) and high priority incidents effectively through First (1st), Second (2nd), Third (3rd) Level Support as well as to approach all necessary 3rd party resources (customer/vendors) whilst regularly communicating status and incident resolution towards DN's senior executive...
-
Incident Manager
4 hours ago
Hyderabad, Telangana, India Milestone Full timeOverview Triage and analyze the major incident using the known triage data gathered, support documentation, and define procedures. Facilitate, manage, and document the Incident throughout the lifecycle of the Incident. Proactively lead and drive outages to quick service restoration; provide support and leadership for all events, especially high priority...
-
Major incident management
1 month ago
Hyderabad, Telangana, India Kyndryl Full time ₹ 10,00,000 - ₹ 12,00,000 per monthMajor incident manager handle the major incident using itil principles ITIL certified Good in incident coordination Service coordination Continual improvement Change management Problem managementStake holder management
-
Problem Manager
2 hours ago
Hyderabad, Telangana, India NTT DATA Full timeJob DescriptionWhat will make you a good fit for the role?· Seasoned and experienced professional· Has full understanding of specialisation area· Resolves wide range of issues in creative ways· Fully qualified, career level, career journey-orientated· Uses good judgement in selecting tools and methods to solve problems· Networks with senior internal...
-
Senior Problem Manager
4 weeks ago
Hyderabad, Telangana, India ServiceNow Full timeCompany DescriptionServiceNow embraces a culture of innovation and teamwork to drive success for both customers and employees alike. We believe in dreaming big, supporting each other, and creating a diverse and inclusive environment where everyone's voice is valued. With a strong customer base and accolades as one of the best companies to work for, we are...
-
Senior Problem Manager
2 weeks ago
Hyderabad, Telangana, India ServiceNow Full timeCompany DescriptionServiceNow embraces a culture of innovation and teamwork to drive success for both customers and employees alike. We believe in dreaming big, supporting each other, and creating a diverse and inclusive environment where everyone's voice is valued. With a strong customer base and accolades as one of the best companies to work for, we are...
-
Senior Problem Manager
2 hours ago
Hyderabad, Telangana, India ServiceNow Full timeCompany DescriptionServiceNow embraces a culture of innovation and teamwork to drive success for both customers and employees alike. We believe in dreaming big, supporting each other, and creating a diverse and inclusive environment where everyone's voice is valued. With a strong customer base and accolades as one of the best companies to work for, we are...
-
Incident Management Specialist
2 weeks ago
Hyderabad, Telangana, India NTT Full timeNTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of...
-
Incident Management Specialist
3 weeks ago
Hyderabad, Telangana, India NTT Full timeNTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.In today's 'iNTTerconnected' world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of...
-
Hyderabad, Telangana, India ServiceNow Full timeJob DescriptionWe are seeking a highly motivated and skilled individual to fill a unique role focused on both incident management and data quality. You will be responsible for tackling critical issues that impact our systems and data, ensuring smooth operations and reliable information.Responsibilities:Incident Management:Respond to reported incidents,...
-
Security Incident Commander Ii
10 hours ago
Hyderabad, Telangana, India Uber Full timeAbout the RoleUber's Security Response and Investigations (SRI) team is the cybersecurity incident response body at Uber. SRI responds to security incidents and mitigates security threats across the company.The SRI team is made of three teams: SOC (Security Operations Center), Investigations and Automation, and Incident Command. You will be joining the...
-
Senior Problem Manager
10 hours ago
Hyderabad, Telangana, India ServiceNow Full timeJob DescriptionRole This role is specific to the identification and removal of problems within our customer cloud. Senior Problem Managers play an integral part in ServiceNow's success and we work closely with Development, Infrastructure, and Customer Support to manage known errors, mitigate impact, and drive remediation. What you get to do in this role:...
-
Monitoring and Incident Management Engineer
5 hours ago
Hyderabad, Telangana, India Maxeon Full timePowering Positive ChangeTM Join Our Team at Maxeon: Monitoring and Incident Management Engineer – Where Innovation Meets Sustainability Who We Are: Pioneers in Solar Energy at Maxeon, we're not just harnessing the power of the sun, we're leading a global energy revolution. Our mission? To champion solar energy for a sustainable future. In a world of...
