Senior Analyst - Service Management

University degree in Computer Science with comparable practical experience

Eg: B. Tech/ BE/ M.Sc./MCA / B.Sc

Approx. 4+ years of experience in IT operations and Major Incident Management Processes ( Mandatory ITIL V3/V4 Foundation certification and preferably ITIL Intermediate certifications )

Drive Global Infrastructure technical response to major incidents, establishing command and control through the entire incident lifecycle

Drive collaboration of multiple technology skill sets via technical bridges and use of WAR rooms

Authoritatively and confidently guide Major or potential major incidents to resolution; to make decisions on under pressing circumstances, that may have production impacting implications

Provide updates in line with the agreed communications processes

Build and Develop relationships from both a customer and technical point of view, driving global interaction with stakeholders and partners

Must be able to multitask in a stressful environment

Work with other teams to identify improvement opportunities and ensure end-to-end success of the Incident Management process

Manage the operational support and oversee remediation activities with designated extended managed service providers

Performs other work related duties as assigned

Working knowledge of relevant technologies (e.g., Windows and Unix platforms, voice and data networks, LAN/WAN, security infrastructure, etc.)

Helping to create business aligned support of the Incident Management process

Experience with the ITSM ticketing tools such as Remedy/Service Now/HPSM for incident/ticket logging, updates & resolutions

Your benefits:

We offer a hybrid work model which recognizes the value of striking a balance between in-person collaboration and remote working incl. up to 25 days per year working from abroad

We believe in rewarding performance and our compensation and benefits package includes a company bonus scheme, pension, employee shares program and multiple employee discounts (details vary by location)

From career development and digital learning programs to international career mobility, we offer lifelong learning for our employees worldwide and an environment where innovation, delivery and empowerment are fostered

Flexible working, health and wellbeing offers (including healthcare and parental leave benefits) support to balance family and career and help our people return from career breaks with experience that nothing else can teach