TQuanta Technologies - Incident Manager (3-5 yrs)

Experience : 3-5 YEARS

Job Description :

- As an Incident Management analyst, you will support the existing ITSM Incident Management process, as well as process improvements, supporting incident management product/process owner as they define and move forward the strategy and process improvements

Responsibilities :

- Support Incident Management process, execution, and documentation.

- Conduct Incident Management trend analysis, error identification, and process improvement activities.

- Analyze and provide input for Incident Management processes, procedures and metrics to identify service improvement opportunities/efficiencies.

- Ensure that activities within the Incident Management process are being performed with a high level of quality.

- Support On-Call process, documentation, and governance.

- Support Incident Management training requirements/adherence from respective support teams. To include supporting table top exercises focusing on, the testing of runbooks, and integrating/collaborating with Enterprise Incident Management

- Liaise with key stakeholders to collect feedback.

- Communicate upcoming initiatives to key stakeholders.

- Perform reconciliation and reporting for key processes.

Qualifications :

Required :

- 3+ years experience working within the Incident Management process.

- 2+ years experience with ITSM processes.

- 2+ years experience with ITSM ticketing systems such as ServiceNow, to include opening, updating tickets; gathering essential information from customers to resolve incidents; documenting ongoing work and resolution; experience with reporting systems from ticketing system.

- Strong problem solving, analytical, and time management skills.

- ITIL certification.

- Knowledge of trend analysis and root cause analysis processes and capabilities.

- Ability to analyze a large volume of data and work in a fast-paced environment.

- Strong problem solving, analytical, and time management skills.

- Strong organizational and multitasking skills, with attention to detail.

- Excellent communication and interpersonal skills.

- A positive goal orientated attitude with a focus on service delivery.

- Ability to work effectively in a fast-paced environment and adapt to changing priorities.

- Experience working effectively with diverse global teams to come up with the best solution and motivate people to act (e.g., convening, structuring, owning the agenda and facilitating meetings and workshops).

Desired :

- 5+ years experience working within the Incident Management process.

- 5+ years experience with ITSM processes.

- 5+ years experience with ITSM ticketing systems such as ServiceNow, to include opening, updating tickets; gathering essential information from customers to resolve incidents; documenting ongoing work and resolution; experience with reporting systems from ticketing system.

- Experience with ServiceNow reporting

- PowerBI Experience

- Thorough understanding of the On-Call Scheduling module within ServiceNow.

- Ability to communicate effectively with all levels of the company coupled with the ability to reason, persuade and influence effectively.

- Experience identifying automated event alerting capabilities; and developing/executing event response procedures.

- Proficiency in Microsoft Teams usage and capabilities.

- Experience with data-center operations, ITSM processes, Windows administration, Virtualization environments and familiarity with networking.

- Experience with project management tools such as Confluence and Azure DevOps (ADO).

- Knowledge of monitoring tools.

- Bachelor's degree in information technology, engineering, or a related field.

Shift :

- APAC hours with some flexibility to accommodate North America morning business hour

Mandatory Skills :

- ITIL Incident Mgmt