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Support Analyst
4 weeks ago
Urgent Requirement for Multinational Company in Chennai / Bangalore .
Role : Support Analyst (Incident Management - Command Centre)
Required Technical Skill Set : ITIL Processes, Major Incident Management process
Location of Requirement : Bangalore / Chennai
Shift : 24/7 shift flexibility including weekend working and night shift
Description :
- At least 6-8 years production support experience and hands on prior experience of the following activities.
- At least 2-3 years of leading an application command center team of at least 10 FTEs in a 24X7 setup, handling major incident management tickets and participating in triaging calls
- Experience of setting up a team, undertaking transition from customer/vendors, overseeing transition
- Good communication and multiple stakeholder management skills
- Has worked on Service Now ticket in a system and knows how to enter, assign and close tickets
- Experience of handling cloud infra, application infra tickets as part of the command center activities & ready to work in a 21X7 setup
- Lead and coordinate the response to Major incidents, ensuring timely resolution and communication
- Collaborate with cross functional teams to diagnose, prioritise, and resolve incidents efficiently
- Identify and report potential incidents with potential escalation from low priority to High priority
- Collaborate and implement incident management process, best practices, and continuous improvement initiatives
- Act as point of contact for stakeholders during critical incidents, providing clear and concise updates
- Conduct post-incident reviews and report on lessons learned to prevent future incidents
- SOP Based activities
- Perform Application Health before start of Business
- Team Lead to have additional skillsets of managing team and shifts
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