Technical & Business Operations Analyst(IM , incident management )

2 weeks ago

Pune, India Amdocs Full time

In one sentence

The role involves handling incidents and service requests from customers/end-users by following the standard methods and procedures of the unit.

What will your job look like?

• You will perform ticket analysis, service interruption analysis, triaging of issues, and follow-up with relevant teams for resolution.
• You will ensure that all required ticket information is available for further analysis (for example, screenshot of error and customer ID) and run methods and procedures to provide resolution to known/recurring issues.
• You will apply your skills to effectively use the existing knowledge base and documentation for quick-win and first-level resolution.
• You will perform queue management for assigning tickets to other teams, and follow up for timely resolution while keeping track of SLAs. 
• You will ensure timely resolution or escalation within the agreed SLA. This includes creating a positive customer support experience and building strong relationships through understanding the problem, communicating promptly on progress, and handling customers with a professional attitude.
• You will update checklists for quality assurance and progress tracking, following standard operating procedures.
• You will ensure the seamless handover between shifts and monitor and publish the SLA achievement by keeping track of all KPIs.
• You will ensure crystal clear communication and documentation as a point of contact.
• You will perform validation, verification, and correction, wherever applicable, of artifacts of the system (reports, bills, event records, screens, and so on). You will report and properly document any errors that are detected.
• You will perform basic software system operations, using the online screen, running maps and jobs, basic configuration/installation, and taking backups.
• You will work on fallouts from various applications, journalize manual billing requests, process payments, and customize miscellaneous activities. 
 

All you need is...

Primary responsibilities of IM :
1. Overseeing Incident Management Process:
I. Lead the incident management process, coordinating with team members involved in resolving incidents.
II. Respond promptly to reported service incidents, identify their causes, and initiate the incident management process.
2. Prioritizing Incidents:
I. Assess incidents based on urgency and their impact on the business.
II. Ensure timely resolution and restoration of provided IT services.
3. Documenting Incident Protocols:
I. Produce clear and concise documents outlining incident protocols.
4. Collaborating with the Team:
I. Work closely with the incident management team to ensure diligent adherence to protocols.
II. Log all incidents and track recurring malfunctions for process improvement.
5. Adjusting and Communicating:
I. Continuously refine the incident management process as needed for effectiveness.
II. Report major system issues to higher management.
6. Requirements:
I. Education: Bachelor’s degree in Information Technology, Engineering or a related field.
II. Experience: At least three years of experience in IT Service Management or a similar role.
7. Skills:
I. Good communication skills with strong knowledge of IT Service Management.
II. Familiarity with monitoring tools.
III. Excellent analytical and problem-solving skills.
IV. Prioritization and Time Management skills.
V. Stress management & Conflict Resolution.
VI. Decision making and team collaboration.
VII. Adaptability & flexibility.
 

Why you will love this job:

• You will get to show off your fine-tuned skills for resolving issues and helping the end-user.
• You will be a key member of a global, dynamic and highly collaborative team with various possibilities for personal and professional development.
• You will have the opportunity to work in a multinational environment for the global market leader in its field.
 

  • Technical & Business Operations Analyst(IM , incident management )

    2 weeks ago

    pune, India Amdocs Full time

    In one sentence The role involves handling incidents and service requests from customers/end-users by following the standard methods and procedures of the unit. What will your job look like? • You will perform ticket analysis, service interruption analysis, triaging of issues, and follow-up with relevant teams for resolution.• You will...

  • IT Service Management Analyst

    2 weeks ago

    pune, India SAS Full time

    IT Service Management Analyst (Major Incident Manager) Job Locations IN-Pune Requisition ID 20060004 Job Category Information Technology Travel Requirements None As an Incident Manager, a member of IT Service Management pool within the SAS 24x7 Global Operations Center, you will participate in operational and transformational initiatives as...

  • IT Service Management Analyst

    2 weeks ago

    Pune, India SAS Full time

    IT Service Management Analyst (Major Incident Manager) Job Locations IN-Pune Requisition ID 20060004 Job Category Information Technology Travel Requirements None As an Incident Manager, a member of IT Service Management pool within the SAS 24x7 Global Operations Center, you will participate in operational and transformational initiatives as related...

  • Technical & Business Operations Specialist

    2 weeks ago

    Pune, India Amdocs Full time

    In one sentenceLeads and mentors a small team within a specific task or project. Responsible for processes, KPIs, and communication within the project. Identifies process changes that lead to efficient operations and sets the processes for the benefit of the team, ensuring process alignment and team mentoring. The role also includes hands-on work as an IT...

  • Manager - Enterprise Incident Management

    1 week ago

    Pune, India Jobs for Humanity Full time

    Job DescriptionPosition Type :Full timeType Of Hire :Experienced (relevant combo of work and education)Education Desired :Bachelor of Computer ScienceTravel Percentage :0%ITIL Manager - Major Incident Manager – 12-15 Yrs - PuneAbout this Team:The Incident Management team will be responsible for end-to-end incident management for our clients. The team will...

  • Manager - Enterprise Incident Management

    1 week ago

    Pune, India FIS Full time

    Position Type :Full timeType Of Hire :Experienced (relevant combo of work and education)Education Desired :Bachelor of Computer ScienceTravel Percentage :0%ITIL Manager - Major Incident Manager – 12-15 Yrs - PuneAbout this Team:The Incident Management team will be responsible for end-to-end incident management for our clients. The team will handle issues...

  • Technical Business Analyst

    2 weeks ago

    Pune, India Synechron Full time

    Description: Technical Business AnalystWe are seeking a skilled Technical Business Analyst to join our team. The Technical Business Analyst will work closely with stakeholders to gather, document, and analyze business requirements and translate them into technical specifications. The ideal candidate will have a strong technical background, excellent...

  • Incident Management

    19 hours ago

    pune, India Quess Full time

    About Us “Quess IT Staffing is India’s largest IT staffing company with over 20 years of experience in staffing IT professionals in 300+ companies across levels and skillsets. Our 10,000+ associates deployed in 80+ cities and towns are proficient in over 500 technological skills. Our associates help enable cutting edge solutions some of the biggest names...

  • Manager - Enterprise Incident Management

    2 weeks ago

    Pune, Maharashtra, India FIS Global Full time

    Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Computer Science Travel Percentage : 0%ITIL Manager - Major Incident Manager – 12-15 Yrs - PuneAbout this Team:The Incident Management team will be responsible for end-to-end incident management for our clients. The team will handle...

  • Technical & Business Operations Specialist

    3 weeks ago

    pune, India Amdocs Full time

    In one sentence Leads and mentors a small team within a specific task or project. Responsible for processes, KPIs, and communication within the project. Identifies process changes that lead to efficient operations and sets the processes for the benefit of the team, ensuring process alignment and team mentoring. The role also includes hands-on work as an...

  • Technical & Business Operations Specialist

    3 weeks ago

    Pune, India Amdocs Full time

    In one sentence Leads and mentors a small team within a specific task or project. Responsible for processes, KPIs, and communication within the project. Identifies process changes that lead to efficient operations and sets the processes for the benefit of the team, ensuring process alignment and team mentoring. The role also includes hands-on work as an...

  • Technical Business Analyst

    6 days ago

    pune, India Experis India Full time

    Experis is hiring Dynatrace Analyst with 4+ Years of experience at PUNE ! We are on the lookout for passionate individuals who are eager to join our innovative team and make an impact in the world of software intelligence. Technical & Business Operations Analyst:- • You will provide engineering expertise to tackle, modify and engineer software solutions...

  • Technical Business Analyst

    6 days ago

    Pune, India Experis India Full time

    Experis is hiring Dynatrace Analyst with 4+ Years of experience at PUNE! We are on the lookout for passionate individuals who are eager to join our innovative team and make an impact in the world of software intelligence.Technical & Business Operations Analyst:-• You will provide engineering expertise to tackle, modify and engineer software solutions and...

  • Technical Business Analyst

    6 days ago

    Pune, India Experis India Full time

    Experis is hiring Dynatrace Analyst with 4+ Years of experience at PUNE! We are on the lookout for passionate individuals who are eager to join our innovative team and make an impact in the world of software intelligence.Technical & Business Operations Analyst:-• You will provide engineering expertise to tackle, modify and engineer software solutions and...

  • Manager - Enterprise Incident Management

    2 weeks ago

    Pune, India FIS Full time

    Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Computer Science Travel Percentage : 0% ITIL Manager - Major Incident Manager – 12-15 Yrs - Pune About this Team: The Incident Management team will be responsible for end-to-end incident management for our...

  • Manager - Enterprise Incident Management

    2 weeks ago

    Pune, India Jobs for Humanity Full time

    Job Description Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Computer Science Travel Percentage : 0%ITIL Manager - Major Incident Manager – 12-15 Yrs - PuneAbout this Team:The Incident Management team will be responsible for end-to-end incident management for our clients. The...

  • Manager - Enterprise Incident Management

    1 week ago

    pune, India FIS Full time

    Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Computer Science Travel Percentage : 0% ITIL Manager - Major Incident Manager – 12-15 Yrs - Pune About this Team: The Incident Management team will be responsible for end-to-end incident...

  • Manager - Enterprise Incident Management

    1 week ago

    pune, India Jobs for Humanity Full time

    Job Description Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Computer Science Travel Percentage : 0% ITIL Manager - Major Incident Manager – 12-15 Yrs - Pune About this Team: The Incident Management team will be responsible for end-to-end incident management for our...

  • Manager - Enterprise Incident Management

    2 weeks ago

    Pune, India FIS Global Full time

    Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Computer Science Travel Percentage : 0%ITIL Manager - Major Incident Manager – 12-15 Yrs - PuneAbout this Team:The Incident Management team will be responsible for end-to-end incident management for our clients. The team will...

  • Technical Business Analyst

    3 weeks ago

    pune, India Synechron Full time

    Description : Technical Business Analyst We are seeking a skilled Technical Business Analyst to join our team. The Technical Business Analyst will work closely with stakeholders to gather, document, and analyze business requirements and translate them into technical specifications. The ideal candidate will have a strong technical background,...