Analyst, Incident Management

Job Title: Analyst, Incident Management. Role Purpose: This is an intermediate (Proficient) level position. The role is responsible for managing the full lifecycle of a multi user P2 and P1 Incident as well as providing guidance and governance to the L1 “eyes on glass” monitoring team.

Requirements

• Strong knowledge on Monitoring Tools and other system tools used for L1 level troubleshooting.
• 2+ years’ experience in working under DC Operations Technology.
• At least 3+ years of experience as Incident Manager.
• Should possess good knowledge of Incident, Change & Problem management.
• Should have the understanding of the ITSM tool - SNOW
• Strong communication skills.
• Strong team player and should generate enthusiasm among team members.
• Proactive approach to seek opportunities and handle challenges.
• Manages the process of innovative change / thoughts.
• Develop relationships with customers and communicate effectively to identify the need and evaluate alternative solutions; manage client expectations effectively.
• Should have understanding of the business issues and can think 360 degrees.
• Should be experienced in quality audits and sharing the feedback.
• Should have good knowledge of report creation and doing the trend analysis

Benefits

• Equal Opportunity Employer
• Reasonable Accommodation
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