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based on 194 Reviews

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Incident Management Analyst

Strada

based on 194 Reviews

1-4 years

Hyderabad / Secunderabad

1 vacancy

Incident Management Analyst

Strada

posted 6hr ago

Flexible timing

Key skills for the job

+ 2 more

Supports the adherence and compliance of the Incident Management process across the organization
Run reports and review incident metrics to identify areas that require attention
Works directly with required technical and non-technical teams and resources as needed for first assignment accuracy and keep reassignment counts as low as possible.
Helps to identify improvements in process and implements efficiencies

Major Incident Management:

Accountable to support the Major Incident process, assessing incidents reported for Major Incident handling.
Participates in the Major Incident process for those incidents that do qualify.
Responsible for managing Major Incident calls which includes the engagement of technical teams.
Documents and tracks actions and progress of Major Incidents.
Ensures efficient handling and timely service restoration of Major Incidents.
Communicates Major Incident status to business stakeholders.
Performs required follow up actions once service restoration is reached.

Problem Management:

Supports the Problem Management process where problem records are opened for root cause analysis from Major Incidents
Responsible for ensuring technical groups perform Root Cause Analysis (RCA) for Major Incidents.
Ensures that problem records are documented, managed effectively, efficiently, and that identified solutions or effective workarounds are implemented to resolve.
Works proactively to ensure that, where possible, problems are identified and resolved before service is impacted.

Change Management

Education / Experience / Skills

University level degree, in related field
2+ years of experience in supporting IT Service Mgmt processes, with a focus on Major Incident Mgmt and Problem Management
ITIL Service Mgmt qualification is recommended
Efficient with using MS O365 applications
Strong Problem Solving/Analytical Skills
Excellent communication skills, both written and oral
Fluent in English
Proven ability to follow processes
Energetic and friendly, positive can-do attitude
Quick learner
Team player
Flexible work schedule, able to work nights and weekends as needed

Language Required:

Competencies Include:

Initiative: Tackles problems and takes independent action when needed, practices self-development.
Interpersonal Skills: Has good listening skills, builds strong relationships, is flexible/open-minded, negotiates effectively, solicits performance feedback and handles constructive criticism.
Problem Solving/Analytical Skills: Breaks down problems into smaller components, understands how to underlie issues; can simplify and process complex issues, and understands the difference between critical details and unimportant facts.
Results Focus: Targets and achieves results, sets challenging goals, prioritizes tasks, overcomes obstacles, accepts accountability, sets team standards and responsibilities, provides leadership / motivation.
Decision Making / Judgment: Makes timely and difficult decisions, uses consensus when possible and communicates decisions to others. Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues.
Managing Conflict: Listens well, diffuses conflict before it starts, find the causes of and solutions to problems.

Employment Type: Full Time, Permanent

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