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IT Service Management Analyst
Security and Intelligence Services (India)
posted 19d 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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