Incident & Support Analyst

4 weeks ago

Gurugram, India apexanalytix Full time

Position Summary


As an Incident & Support Analyst, you will be responsible for providing technical support and resolving incidents reported by users or detected through monitoring systems. Your role involves troubleshooting issues, analyzing root causes, and implementing solutions to ensure the stability and reliability of IT systems and services. You will collaborate with various teams to prioritize and address incidents according to defined service level agreements (SLAs).


Key Responsibilities:


1. Incident Management:

- Receive, log, prioritize, and resolve incidents reported by end users or automated monitoring systems.

- Investigate and diagnose issues to determine the root cause of incidents.

- Ensure timely resolution of incidents based on defined SLAs.

- Escalate complex or critical incidents to appropriate teams for further investigation and resolution.


2. Technical Support:

- Provide technical assistance and guidance to users encountering IT-related problems.

- Respond to inquiries and troubleshoot issues related to hardware, software, network connectivity, and applications.

- Assist in setting up and configuring new user accounts and devices.


3. Documentation and Reporting:

- Maintain accurate records of incidents, including actions taken and their resolutions, in incident management systems.

- Prepare reports on incident trends, service performance, and related metrics.

- Contribute to the development and improvement of knowledge base articles and support documentation.


4. Continuous Improvement:

- Participate in incident post-mortem reviews to identify areas for improvement in processes, systems, or training.

- Proactively identify recurring issues and implement preventive measures to reduce incident recurrence.

- Collaborate with other teams to implement changes aimed at improving service reliability and efficiency.


5. Team Collaboration:

- Work closely with other IT teams (e.g., Infrastructure, Development, Security) to ensure effective incident resolution and problem management.

- Share knowledge and best practices with colleagues to enhance overall team capabilities.


Required Skills and Qualifications:


- Proven experience in a technical support role, preferably in incident management or help desk support.

- Strong problem-solving skills with the ability to analyze and troubleshoot complex issues.

- Familiarity with ITIL framework and incident management processes.

- Knowledge of ticketing systems and incident tracking tools.

- Excellent communication skills, both written and verbal, with the ability to interact professionally with users at all levels.

- Ability to work effectively under pressure in a fast-paced environment.

- Attention to detail and a commitment to delivering high-quality service.

- Relevant certifications (e.g., ITIL Foundation, CompTIA A+, Microsoft Certified Professional) would be advantageous.


Preferred Qualifications:


- Bachelor's degree in Information Technology, Computer Science, or related field.

- Experience with service desk or IT service management (ITSM) software.

- Understanding of networking concepts and protocols.

- Experience in scripting or automation for troubleshooting tasks.

  • Incident & Support Analyst

    4 weeks ago

    Gurugram, India apexanalytix Full time

    Position SummaryAs an Incident & Support Analyst, you will be responsible for providing technical support and resolving incidents reported by users or detected through monitoring systems. Your role involves troubleshooting issues, analyzing root causes, and implementing solutions to ensure the stability and reliability of IT systems and services. You will...

  • Incident & Support Analyst

    2 weeks ago

    Gurugram, India apexanalytix Full time

    Position Summary As an Incident & Support Analyst, you will be responsible for providing technical support and resolving incidents reported by users or detected through monitoring systems. Your role involves troubleshooting issues, analyzing root causes, and implementing solutions to ensure the stability and reliability of IT systems and services. You will...

  • Incident & Support Analyst

    2 weeks ago

    Gurugram, India apexanalytix Full time

    Position SummaryAs an Incident & Support Analyst, you will be responsible for providing technical support and resolving incidents reported by users or detected through monitoring systems. Your role involves troubleshooting issues, analyzing root causes, and implementing solutions to ensure the stability and reliability of IT systems and services. You will...

  • Production Support Analyst

    2 months ago

    Gurugram, India NatWest Digital X Full time

    Join us as a Production AnalystThis is an opportunity to make a real impact and be pivotal in the success of our business, while benefiting from great variety and stakeholder exposure We’ll look to you to deliver a complex and critical production management, infrastructure and application support service for relevant platforms, activities and processes...

  • IT Support Analyst

    2 months ago

    gurugram, India Comaea Consulting Full time

    ComaeaConsulting has been retained exclusively for a new opportunity witha MNC in the shippingindustry.ITSupport Analyst (Based inGurgaon) ORGANIZATION: Reportingto the IT Manager inIndiayouwill be part of the core IT team which will be responsible toaddress the IT service requests challenges and systemrelated issuesof the employees in Delhi India and global...

  • Consultant – IT Support Analyst

    1 month ago

    gurugram, India Genpact Full time

    Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people –...

  • Consultant – IT Support Analyst

    2 months ago

    Gurugram, India Genpact Full time

    Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people –...

  • Consultant – IT Support Analyst

    2 weeks ago

    Gurugram, India Genpact Full time

    Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people –...

  • Consultant – IT Support Analyst

    19 hours ago

    gurugram, India Genpact Full time

    Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people –...

  • Incident Response Analyst

    1 month ago

    Gurugram, India Valvoline Global Operations Full time

    About the jobWhy Valvoline Global Operations (VGO)?Valvoline Global is a worldwide leader in automotive and industrial solutions, creating future-ready products and best-in-class services for partners around the globe. Established in 1866, we introduced the world’s first branded motor oil, claiming our position as The Original Motor Oil.As an affiliate of...

  • Incident Response Analyst

    1 month ago

    gurugram, India Valvoline Global Operations Full time

    About the job Why Valvoline Global Operations (VGO)? Valvoline Global is a worldwide leader in automotive and industrial solutions, creating future-ready products and best-in-class services for partners around the globe. Established in 1866, we introduced the world’s first branded motor oil, claiming our position as The Original Motor Oil. As an affiliate...

  • Incident Response Analyst

    2 weeks ago

    Gurugram, India Valvoline Global Operations Full time

    About the jobWhy Valvoline Global Operations (VGO)?Valvoline Global is a worldwide leader in automotive and industrial solutions, creating future-ready products and best-in-class services for partners around the globe. Established in 1866, we introduced the world’s first branded motor oil, claiming our position as The Original Motor Oil.As an affiliate of...

  • Incident Response Analyst

    2 weeks ago

    Gurugram, India Valvoline Global Operations Full time

    About the jobWhy Valvoline Global Operations (VGO)?Valvoline Global is a worldwide leader in automotive and industrial solutions, creating future-ready products and best-in-class services for partners around the globe. Established in 1866, we introduced the world’s first branded motor oil, claiming our position as The Original Motor Oil.As an affiliate of...

  • Incident Response Analyst

    2 weeks ago

    Gurugram, India Valvoline Global Operations Full time

    About the job Why Valvoline Global Operations (VGO)? Valvoline Global is a worldwide leader in automotive and industrial solutions, creating future-ready products and best-in-class services for partners around the globe. Established in 1866, we introduced the world’s first branded motor oil, claiming our position as The Original Motor Oil. As an affiliate...

  • Incident Response Analyst

    1 month ago

    Gurugram, India Valvoline Global Operations Full time

    About the jobWhy Valvoline Global Operations (VGO)?Valvoline Global is a worldwide leader in automotive and industrial solutions, creating future-ready products and best-in-class services for partners around the globe. Established in 1866, we introduced the world’s first branded motor oil, claiming our position as The Original Motor Oil.As an affiliate of...

  • Incident Manager

    2 months ago

    Gurugram, India Sampoorna Consultants Pvt. Ltd Full time

    Purpose Of Role :The role is doing end to end Incident Management for Voice issues for Legacy and CCaaS (Contact Center as a Service) solutions, is customer focused, and able to manage customer expectations while adhering to the SLA/KPI defined.Skills/Experience MIM-Voice : - Typically engineering/science degree. - Good network support knowledge and...

  • Incident Response Analyst

    3 weeks ago

    gurugram, India Milliman Full time

    Job Summary This position functions as a member of the corporate information security team and will be an integral participant in drafting and reviewing incident response process documentation. The position shall monitor threat information sources, participate in the incident response, and root cause analysis, and produce metrics relevant to historical...

  • Incident Response Analyst

    3 weeks ago

    Gurugram, India Milliman Full time

    Job Summary This position functions as a member of the corporate information security team and will be an integral participant in drafting and reviewing incident response process documentation. The position shall monitor threat information sources, participate in the incident response, and root cause analysis, and produce metrics relevant to historical...

  • Incident Response Analyst

    2 weeks ago

    gurugram, India Milliman Full time

    Job Summary This position functions as a member of the corporate information security team and will be an integral participant in drafting and reviewing incident response process documentation. The position shall monitor threat information sources, participate in the incident response, and root cause analysis, and produce metrics relevant to historical...

  • Incident Response Analyst

    2 weeks ago

    Gurugram, India Milliman Full time

    Job Summary This position functions as a member of the corporate information security team and will be an integral participant in drafting and reviewing incident response process documentation. The position shall monitor threat information sources, participate in the incident response, and root cause analysis, and produce metrics relevant to historical...