Support Analyst

4 weeks ago

ChennaiBangalore, India Conviction HR Full time

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

(ref:hirist.tech)

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