Incident & Support Analyst
1 month ago
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.
-
CSIRT Incident Response Analyst
4 weeks ago
delhi, India Edstem Technologies Full timeCSIRT Incident Response Analyst.The Cyber Security Incident Response Team (CSIRT) Member conducts essential cyber security incidenthandling activities to defend the organization from cyber-attacks, through timely detection, investigationand remediation of potential threats.They are the primary contact for any suspected security incident and work together...
-
Support & Incident Manager
5 days ago
Delhi, Delhi, India Rapid Technologies Full timeJob Description :Use ITIL-based IT service management processes, including incident and problem management processes, change management, knowledge management, configuration and release management and ensure relevant activities are carried out to minimise unpredicted impact on production services Participate and contribute to IT governance and reporting...
-
Incident Manager
16 hours ago
Delhi, India Next-Link Full timeJob DescriptionThe IT Incident Manager is responsible for the smooth functioning of the incident process,takes on escalated and exceptional infrastructure-related incidents, managing the reporting of these incidents and proposes structural improvements, when necessary.The objective of the incident process is to ensure resolution of the IT incident within the...
-
Digital Forensic Analyst
2 weeks ago
Delhi, India IQ-EQ Full timeJob DescriptionWe are seeking a skilled Digital Forensic Analyst to join our dynamic team. The ideal candidate will have a strong background in digital forensics, with a focus on investigating security incidents, analyzing digital evidence, and providing expert testimony when required.The Digital Forensic Analyst will be responsible...
-
Digital Forensic Analyst
1 month ago
Delhi, India IQ-EQ Full timeJob DescriptionWe are seeking a skilled Digital Forensic Analyst to join our dynamic team. The ideal candidate will have a strong background in digital forensics, with a focus on investigating security incidents, analyzing digital evidence, and providing expert testimony when required.The Digital Forensic Analyst will be responsible...
-
Technical Analyst 1-Support
5 days ago
Delhi, Delhi, India Oracle Full timeAs a Technical Solution Analyst, your role involves conducting investigations on front-end applications. This includes capturing information, applying fix tools, shadowing end users, and testing workflows internally and externally. Backend techniques to be used, including gathering log files, querying tables, updating database fields, and cycling servers....
-
Major Incident Management
3 weeks ago
delhi, India Deloitte Full timeRoleLocation - Delhi & BangaloreQualification and ExperienceManagerGraduate in Engineering / PGDCM / BCA/ MBA/ MCA/ B.E./ B.Tech in Computer Science & Engineering or equivalent or higher qualificationMinimum 16 years’ experience in IT and Min 8 years of working as a MI Manager / Service Manager.Experience in team handling, fostering collaboration and...
-
MAJOR INCIDENT MANAGEMENT
4 weeks ago
Delhi, India Deloitte Full timeRole Location - Delhi & BangaloreQualification and ExperienceManagerGraduate in Engineering / PGDCM / BCA/ MBA/ MCA/ B.E./ B.Tech in Computer Science & Engineering or equivalent or higher qualificationMinimum 16 years’ experience in IT and Min 8 years of working as a MI Manager / Service Manager. Experience in team handling, fostering collaboration and...
-
MAJOR INCIDENT MANAGEMENT
4 weeks ago
delhi, India Deloitte Full timeRole Location - Delhi & Bangalore Qualification and Experience Manager Graduate in Engineering / PGDCM / BCA/ MBA/ MCA/ B.E./ B.Tech in Computer Science & Engineering or equivalent or higher qualification Minimum 16 years’ experience in IT and Min 8 years of working as a MI Manager / Service Manager. Experience in team handling, fostering...
-
Major Incident Management
3 weeks ago
Delhi, India Deloitte Full timeRole Location - Delhi & BangaloreQualification and ExperienceManagerGraduate in Engineering / PGDCM / BCA/ MBA/ MCA/ B.E./ B.Tech in Computer Science & Engineering or equivalent or higher qualificationMinimum 16 years’ experience in IT and Min 8 years of working as a MI Manager / Service Manager. Experience in team handling, fostering collaboration and...
-
Major Incident Management
3 weeks ago
Delhi, India Deloitte Full timeRole Location - Delhi & Bangalore Qualification and Experience Manager Graduate in Engineering / PGDCM / BCA/ MBA/ MCA/ B.E./ B.Tech in Computer Science & Engineering or equivalent or higher qualification Minimum 16 years’ experience in IT and Min 8 years of working as a MI Manager / Service Manager. Experience in team handling, fostering...
-
Desktop Support Analyst
5 days ago
delhi, India Sera Neon UK Full timeCompany DescriptionSera Neon UK is a specialist Oracle Cloud company that delivers Oracle Advisory services. With many years of experience, we specialize in Cloud Reporting, Security, and Support, providing exceptional solutions to our clients.Role DescriptionThis is a part-time remote role for a Desktop Support Analyst. The Desktop Support Analyst will be...
-
Senior Analyst
5 days ago
Delhi, Delhi, India 3M Full timeSenior Analyst - IT Service DeliveryExperience:5 to 8 years.EMEA / APAC – rotational (with possibility of weekend working or late hours, only on call support)Job Description:Analyze Data and create Reports for Service Management KPIs and performance, e.g. Incident Management, Problem Management and Change Management.Identify process gaps and follow up on...
-
Security Analyst
1 month ago
delhi, India Larsen & Toubro Full timeJob Purpose:Ensure L&T Data Center and Customer service business continuity by providing 24/7 L2 Support. Act as escalation point for L1 team and be the SOC POC to customers. Manage security incidents through all phases of the incident response process through to Closure. The role requires working in shift schedule (to cover 24/7).Roles and...
-
Major Incident Management
3 weeks ago
New Delhi, India Deloitte Full timeRole Location - Delhi & BangaloreQualification and ExperienceManagerGraduate in Engineering / PGDCM / BCA/ MBA/ MCA/ B.E./ B.Tech in Computer Science & Engineering or equivalent or higher qualificationMinimum 16 years’ experience in IT and Min 8 years of working as a MI Manager / Service Manager. Experience in team handling, fostering collaboration and...
-
MAJOR INCIDENT MANAGEMENT
4 weeks ago
New Delhi, India Deloitte Full timeRole Location - Delhi & BangaloreQualification and ExperienceManagerGraduate in Engineering / PGDCM / BCA/ MBA/ MCA/ B.E./ B.Tech in Computer Science & Engineering or equivalent or higher qualificationMinimum 16 years’ experience in IT and Min 8 years of working as a MI Manager / Service Manager. Experience in team handling, fostering collaboration and...
-
Service Desk Analyst
5 days ago
Delhi, Delhi, India Wipro Full timeService Desk AnalystResponsibilities:1. As a Support Analyst, you will be responsible for assisting end users on applications problems, system administration issues, or network concerns2. Diagnose, prioritize, troubleshoot and resolve IT incidents reported by the users via telephone, chat, email or walk-ins3. Identify and escalate tickets requiring urgent...
-
Senior Security Analyst
1 month ago
Delhi, India Klanik Full timeWe are looking for someone with open for 4 Months of contract , hybrid role of experience in the similar profile !!! We are seeking an experienced, hands-on security analyst with a deep understanding of the emerging cyber threats and vulnerabilities. As a Senior Security Analyst, you will be a key member of our information security team, responsible for...
-
SD analyst
5 days ago
Delhi, Delhi, India Wipro Full timeGerman Language Expert (C1)Responsibilities:1. As a Support Analyst, you will be responsible for assisting end users on applications problems, system administration issues, or network concerns2. Diagnose, prioritize, troubleshoot and resolve IT incidents reported by the users via telephone, chat, email or walk-ins3. Identify and escalate tickets requiring...
-
Sr. Security Analyst
2 months ago
Delhi, India Klanik Full timeWe are looking for someone with open for4 Months of contract , hybrid roleof experience in the similar profile !!!We are seeking an experienced, hands-on security analyst with a deep understanding of the emerging cyber threats and vulnerabilities. As a Senior Security Analyst, you will be a key member of our information security team, responsible for...