Business Analyst

Designation - Business Analyst / Senior Business Analyst / Associate Business Consultant

(This will be ITIL Incident Management role only )

Role Background

• Tech Mahindra delivers large application maintenance support (AMS) -managed services and IT Infrastructure managed services (IMS) to many customers. As part of AMS and IMS delivery, Tech Mahindra will also implement Service Management Office (SMO) which will implement and operate ITIL best practices. This role will be part of SMO working in AMS/IMS engagements.
• We are currently looking for a Major Incident Manager. The Major Incident Manager / Outage Manager is a critical role responsible for managing and resolving high-impact incidents that affect the services and operations of our organization. The individual in this position will be expected to lead and coordinate the response to major incidents, ensuring minimal disruption to business operations and maintaining communication with all stakeholders throughout the incident lifecycle. The ideal candidate will have a strong background in IT service management, exceptional problem-solving skills, and the ability to work under pressure. The Major Incident Manager / Outage Manager is a vital role that requires a dedicated professional capable of navigating high-stress situations and delivering results. If you have the experience, skills, and certifications required, and are ready to take on this challenging yet rewarding position, we encourage you to apply
• During a major incident work collaboratively across IT Services to ensure that Major Incidents are identified consistently, managed efficiently, and service restored as quickly as possible, minimizing the impact to the business and managing the lifecycle of all Major Incidents
• Lead the process of Major Incident management from detection to resolution and post-incident review, ensuring timely participation of stake holders and quick resolution minimizing the impact to the business

Key Responsibilites

• Quickly identifying and classifying major incidents based on severity and impact to the business.
• Mobilizing and leading the incident response team, which may include IT support staff, developers, network engineers, external vendors, management, business and other relevant personnel.
• Communicate effectively with all levels of management and stakeholders during major incidents.
• Keeping all stakeholders, including management, IT teams, and potentially customers, informed about the status of the incident, actions being taken, and expected resolution times. Communicate effectively with all levels of management and stakeholders during major incidents
• Write high quality incident/outage communications with zero defect
• Ensuring that the necessary resources and personnel are available and allocated efficiently to resolve the incident as quickly as possible.
• Acting as a bridge between technical teams and business stakeholders to ensure clear understanding and communication of technical issues and their business implications.
• Knowing when to escalate the incident to higher levels of management or to external vendors for additional support.
• Keeping detailed records of the incident's timeline, actions taken, resources used, and any communications sent out during the incident management process, in accordance with EYs Incident Management policies and procedures.
• Conduct thorough analysis after the incident has been resolved to identify root causes, document lessons learned, and develop improvement plans to prevent recurrence.
• Continuously reviewing and improving incident management processes and procedures based on insights gained from past incidents and industry best practices.
• Providing training and guidance to the incident management team and other relevant staff to ensure they are prepared to respond effectively to future incidents
• Develop and maintain the Major Incident Management Plan and ensure it is followed during incidents

Education Certificate (At least one of the listed)

• Bachelors degree in computer science, Information Technology, or a related field
• ITIL Foundation certification required; intermediate ITIL certification preferred

Working Hours

Many roles require working in EMEA & rotational shifts (24 x 7). This is based on customer requirements. Candidates should be open to work on 24 x 7 shifts.

If you have constraints to work in 24 x 7 rotational shifts, please dont apply for the job

This role requires following

1. Compulsory Saturday & Sunday working

2. Rotational shifts, including night shifts