Incident Management Analyst

1 day ago

Noida, India Kyndryl Full time

Youre good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you're open and borderless – naturally inclusive in how you work with others.

Required Technical and Professional Experience

  • Having 3+ Years of experience in Incident management
  • Manage all major incidents (Sev1, Sev2) and urgent/on-demand Sev3 incidents in a 24x7 centralized desk.
  • Receive and log incidents via phone, email, and web in SNOW Portal.
  • Perform initial assessment, categorization, and prioritization using the Call Logging Template (CLT).
  • Lead and facilitate incident calls with full ownership until resolution.
  • Conduct initial discovery and provide preliminary support before engaging domain SMEs.
  • Assign incidents to appropriate resolution groups and drive closure.
  • Initiate bridges and release notifications with meaningful progress updates.
  • Keep internal and external stakeholders informed throughout the incident lifecycle.
  • Escalate unresolved incidents per escalation procedures approved by CUSTOMER SPOC.
  • Maintain and update the MIM portal with all relevant incident information.
  • Ensure incidents are not closed until fully resolved and approved by CUSTOMER.
  • Conduct quarterly reviews and audits of processes, roles, and documentation.
  • Maintain daily trackers for P1/P2 incidents and bridge adherence.
  • Publish weekly and monthly dashboards with insightful analysis.
  • Follow up for RCA post-incident closure for CUSTOMER-dependent P1 incidents.
  • Organize monthly cross-skill training with domain teams.
  • Maintain and reconcile escalation matrices and notification distribution lists

Preferred Technical and Professional Experience

  • In depth knowledge of Amazon cloud hosting architecture with experience with AWS and Azure is a bonus
  • Exceptional judgment and decision-making abilities
  • Familiar with a variety of IT concepts, practices, and procedures
  • Knowledge of design techniques, tools, and principals involved in production of precision technical plans, blueprints, drawings, and models
  • Logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
  • Strong analytical and problem-solving skills with high attention to detail

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