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Microland
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Senior Analyst - Incident Management
Microland
posted 1hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
2. Drive goals in synergy with customer CTQs (critical to quality)
3. Overcome failure modes by tweaking Service operation procedures or people skills, Propose and implement corrective steps
4. Audit as per definition of Incident Management (IM)
5. Identify and pick CTQs which are influencers
6. Problem Management - Diagnose, Root cause Analysis (RCA), Identify permanent fix, manage Known Error database, SLA, process compliance
7. Change Management (CM) - Present and review change plans to identify anomalies, Analyze change records/process and establish trends and problems, Implement change process through training/coaching
8. Configuration Management - Manage defined CM Processes and Procedures for appropriate Scripting, testing, Execution and Closure of the Change Configuration Management
9. Identify Configuration Information (Cis); document and maintain as per process. Maintain and manage configuration management database (CMDB) by updating CIs Release Management (RM), Manage Release Plans, analyze quality of tests and test plan.
10. Availability Management (AM), Recommend work around as needed with service restoration as the primary goal, Work with other processes such as IM and PM in achieving AM goals
11. Financial Management (FM), Manage service billing process as per signed off SOWs with customer
12. Capacity Management (CM), Ensure adequate performance and capacity for all IT services, Plan Capacity,
13. Manage ITSCM process, Interpreting plans, test reports, etc. Communicate awareness on ITSCM, Integrate ITSCM within BCM (Business continuity management).
14. Establish measurement parameters, IT Security Management. Define IT security policies in conjunction with business requirements
15. Vendor Management (VM), drive effectiveness of VM Process. Review with Vendors on the SLA Metrics, Steer Service Reviews with customers and handle issues
Employment Type: Full Time, Permanent
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What people at Microland are saying
Rating based on 6 Incident Manager
reviews
Anonymous · Customer Success, Service & Operations
in Bangalore / Bengaluru
Little bit of flexibility here and there...Job security...
Microland as a company not organized well and managers have anxiety issues and blame agents for process gaps. So much politics in increments and promotions.
- Salary - Poor
Incident Manager salary at Microland
What Microland employees are saying about work life
Microland Benefits
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