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311 Security and Intelligence Services (India) Jobs
IT Service Management Analyst
Security and Intelligence Services (India)
posted 15d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Supporting MIM (Major Incident Management) on Major incident management calls, driving technical teams across multiple disciplines, technologies, and business to rapidly resolve issues
- Compose articulate and technically accurate updates for the incident to be able to accurately represent the business impact.
- Understand and report key metrics to business lines to allow them to identify gaps and where they need to invest to reduce failures.
- Performs Quality assessment for overall incident lifecycle.
- Conduct post-implementation reviews and identify areas for improvement in the change management process.
- Maintain accurate and up-to-date documentation of change management processes and procedures.
- Provide regular training and guidance to the stakeholders on change management best practices.
- Continuously monitor and report on key change management metrics, identifying areas for improvement.
- Manage and oversee the change management process, from participating in the Change advisory board and liaising with the implementation teams.
- Performs Quality assessment for overall Change lifecycle.
- Establish and maintain a robust problem management governance framework, including policies, processes, and procedures.
- Oversee the investigation and analysis of complex IT (Information Technology) problems, identifying root causes and implementing sustainable solutions.
- Continuously monitor and report on problem management performance, identifying areas for improvement and driving continuous service improvement initiatives.
- Provide training and guidance to Stakeholders on problem management best practices.
- Foster a culture of continuous learning and knowledge sharing within the problem management team.
- Performs Quality assessment for overall Problem lifecycle.
- Bachelors or masters degree in education.
- ITIL V4 certification would be an advantage.
- Minimum of 5 years of experience in IT Service Management.
- Strong understanding of IT service management principles and best practices.
- Experience with incident, problem and change management processes.
- Solid grasp of IT infrastructure components, including servers, networks, and storage.
- Experience with IT service management tools and technologies (ServiceNow, PagerDuty etc.).
- Strong listening, verbal, and written communication skills with a mastery of the English language.
Employment Type: Full Time, Permanent
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Security and Intelligence Services (India) Benefits
Health Insurance 
Job Training 
Soft Skill Training 
Free Transport 
Team Outings 
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