Fidelis Technology Services - Incident Analyst - Ticketing System (1-3 yrs)

Note : Male candidates only

Job Summary :

We are seeking a proactive and detail-oriented Incident Analyst to join our team in Malad West, Mumbai. The ideal candidate will have experience in incident management and possess strong analytical and communication skills.

You will play a crucial role in identifying recurring problems, reporting trends, and assisting in the management of major incidents.

This role requires candidates who reside along the Western Line of Mumbai's local train network, and who are able to join within 15 days.

Responsibilities :

- Identify recurring incidents and analyze trends to provide actionable insights.

- Report trends to Shift Leads and recommend solutions to prevent future occurrences.

- Conduct thorough root cause analysis (RCA) to determine the underlying causes of incidents.

- Assist Shift Leads in managing major incidents (P1 and P2) from start to finish.

- Help articulate clear problem statements for reported issues.

- Prepare comprehensive incident reports for all P1 and P2 incidents.

- Participate in regular discussion forums (scheduled and unscheduled calls) with local and onshore resolver groups to ensure timely resolution of incidents and requests.

- Publish regular and clear communication on incidents to all stakeholders through appropriate channels.

- Conduct quality checks on all outgoing incident communications.

- Conduct quality checks on closed tickets to ensure accuracy and completeness.

- Drive First Call Resolution (FCR) and Resolution Call Resolution (RCR) improvements.

- Monitor and report on key incident management metrics.

- Assist Shift Leads during the testing and rollout of new applications, ensuring smooth transitions and minimal disruptions.

- Assist Shift leads with other duties as needed.

Required Skills and Qualifications :

- Experience in incident management or a related IT support role.

- Strong analytical and problem-solving skills.

- Excellent written and verbal communication skills.

- Ability to work effectively in a team environment.

- Knowledge of ITIL framework and incident management best practices.

- Proficiency in using incident management tools and ticketing systems.

- Strong attention to detail and accuracy.

- Ability to manage multiple tasks and prioritize effectively.

- Must reside along the western line of the Mumbai local train.

- Must be able to join within 15 days.