Incident Management Analyst L1

6 days ago

Hyderabad, Telangana, India Milestone Technologies, Inc. Full time ₹ 8,00,000 - ₹ 12,00,000 per year

Responsibilities


• Internalize and utilize documented procedures, styles, and standards for a consistent incident management experience

• Obtain and record all significant efforts during the investigation and mitigation of a service outage

• Craft clear, concise summaries of triage and mitigation efforts and the current service state

• Identify and document significant milestones during the investigation and mitigation of a service outage

• Identify and document key stakeholders involved in the investigation and mitigation of a service outage

• Coordinate with service engineers to identify additional support and quickly engage those resources when necessary

• Communicate with multiple stakeholders during service outage investigations via voice and chat

• Coordinate closely with peers and team leaders during complex or extended service outages

• Prepare postmortem documentation for the outage root cause analysis

• Respond to manual escalations and communications with the assistance of a senior team member or shift lead

• Monitor communication tools to track incoming incidents and assign them to the appropriate team member

Skills


• 1+ years of experience in IT support fields such as operations or service desk

• Experience in following procedures, gathering metrics, and monitoring automated and manual notifications

• Experience supporting enterprise-level applications, server hardware, databases, and networks

• Experience using alerting, incident management, and work tracking tools like ServiceNow or Jira

• Demonstrated ability to respond quickly and follow complex processes in a dynamic environment

• Proven capacity to balance multiple responsibilities without compromising work quality, even in high-pressure situations

• Highly motivated, detail-oriented individual contributor with outstanding organizational skills

• Strong interpersonal and verbal communication skills, capable of working effectively within a diverse team

• Superior written communication skills, including following basic English grammar rules, using templates, and adhering to documented styles and standards

• Excellent customer service skills, responding to questions and urgent requests in a helpful, empathetic, and professional manner

• Ability to work as part of a 24x7x365 team with shifts that include weekends and public holidays

Qualifications


• IT-related degree or certification

• Working knowledge of ITIL or a similar service management model

• Prior experience working in a large multinational team

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