Incident Management Analyst_Pune(3 To 5 Year)

3 days ago

Pune, Maharashtra, India VOIS Full time ₹ 40,00,000 - ₹ 1,20,00,000 per year

Requirements,

  • 3 to 5 years IT Incident Management, Stabilization & Release Management experience.
  • Min ITIL V4 foundations certified.
  • Strong communications skills & Stakeholder Management skills.
  • Good experience in reporting skills using Power BI / MS Excel etc.
  • Problem, change management knowledge would be an additional advantage.

Job Description:

  • Real Time & continuous follow-up with support teams for incident resolution.
  • Monitor and manage all incidents across the clients and single point of contact for all critical incidents.
  • Manage and coordinate activities during overall ticket life cycle.
  • Conducting Service Review meeting with Business and providing the Trend analysis and improvement Ideas.
  • Effectively and timely conducting Scheduling WAR room to resolve Critical Incidents.
  • Develop an interface between Incident Management, Problem Management, and Service Desk staff for recognizing the cause of incidents.
  • Ensure that the Incident record is fully updated prior to Problem Management handover.
  • Ensure that the required support staff is available for Major Incident Resolution.
  • Ensuring correct prioritization and categorization of the incidents takes place
  • Ensuring RCA are recorded, analysis of RCA received by resolver group.
  • Providing post -production support for system issues, including gap analysis & follow-up.
  • Deliver Incident Management Reporting (internal and external): Process KPI, Management reports.
  • Publish weekly SLA report across support group and to Stake holders.
  • Conducting Monthly Meetings with all Team Leads towards SLA.
  • Develop an error database, which stores information about the problems and errors that occur in Incident Management to increase the speed of the Incident Management process
  • Understanding of end to end IT incident lifecycle.
  • Effectively communicate progress and critical information to senior stakeholders and business users.

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