Incident & Support Analyst

3 weeks ago

Delhi, 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.

  • CSIRT Incident Response Analyst

    2 weeks ago

    delhi, India Edstem Technologies Full time

    CSIRT 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...

  • Technical Support Analyst

    3 weeks ago

    delhi, India NorthStar HR Consultants Full time

    Job Title - Technical Support AnalystJob Location - Baner, Pune, MaharashtraDomain - SecurityAbout Client -Our client is on a mission to make security possible. By combining the power of a Security Operations Platform, with security expertise, their customers have increased visibility, the ability to confidently automate across the security lifecycle, and...

  • Digital Forensic Analyst

    4 weeks ago

    Delhi, India IQ-EQ Full time

    Job 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

    4 days ago

    Delhi, India IQ-EQ Full time

    Job 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...

  • Major Incident Management

    1 week ago

    delhi, India Deloitte Full time

    RoleLocation - 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 time

    Role 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 time

    Role 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

    1 week ago

    Delhi, India Deloitte Full time

    Role 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

    1 week ago

    Delhi, India Deloitte Full time

    Role 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...

  • Actuarial Analysts II

    2 months ago

    Delhi, India My Support Staff Full time

    Job DescriptionExperience Level:Mid-SeniorExperience Required:2 YearsEducation Level:Bachelor's DegreeJob Function:FinanceIndustry:InsuranceTotal Positions:1Relocation Assistance:NoVisa Sponsorship Eligibility:NoOverview:A leading insurance company seeks Actuarial Analysts II to join its Personal Auto and Homeowners Insurance pricing teams.About...

  • Senior Product Support Analyst

    4 weeks ago

    Delhi, India Simplify Healthcare Full time

    Level 1 and Level 2 Technical Senior Support Analyst for the web-based products. Candidate should be highly experienced in providing excellent customer service and problem escalation/resolution.Experience:4 – 9 years of experience in a Product technical support environmentPrimary Job Functions:Provide Level 1 and Level 2 support to end user requestsProvide...

  • Security Analyst

    4 weeks ago

    delhi, India Larsen & Toubro Full time

    Job 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 time

    Role 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

    1 week ago

    New Delhi, India Deloitte Full time

    Role 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...

  • Senior Security Analyst

    3 weeks ago

    Delhi, India Klanik Full time

    We 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...

  • Sr. Security Analyst

    1 month ago

    Delhi, India Klanik Full time

    We 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...

  • Associate, Production Services Application Support Analyst II

    1 week ago

    Delhi, India BNY Mellon Full time

    OverviewSenior Associate, Production Services Application Support AnalystBring your ideas. Make history.BNY Mellon offers an exciting array of future-forward careers at the intersection of business, finance, and technology. We are one of the world's top asset management and banking firms that manages trillions of dollars in assets, custody and/or...

  • Sr. ServiceNow Analyst

    1 week ago

    Delhi, India Levi Strauss & Co Full time

    JOB DESCRIPTIONPurpose:The Sr. ServiceNow Analyst is responsible for leading and managing a team and help general support duties such as working Incident, request, problem, change and defects. Helps organize and maintain CMDB accuracy, reliable auditing, and record keeping. Respond to production problems, recommend, and implement immediate resolution efforts...

  • Senior Product Support Analyst

    4 weeks ago

    delhi, India Simplify Healthcare Full time

    Level 1 and Level 2 Technical Senior Support Analyst for the web-based products. Candidate should be highly experienced in providing excellent customer service and problem escalation/resolution.Experience:4 – 9 years of experience in a Product technical support environmentPrimary Job Functions:Provide Level 1 and Level 2 support to end user...

  • Technical Support Analyst

    2 months ago

    Delhi, India PSC Biotech Ltd Full time

    Job DescriptionAbout PSC BiotechWho we are?PSC Biotech is a leading Biotech Consultancy firm founded in 1996, headquartered in Pomona, California, USA, with Global operations in Ireland, India, Singapore, Australia and the US, serving 350 clients in more than 23 countries worldwide. We provide cloud-based software solutions for Quality Management and...