Senior Analyst - Incident Management
- Microland
- 4 - 9 years
- Bengaluru
- 15 days ago
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Job Description
Required SkillsBehavioral | Aptitude | Tasks Related Skills
Functional | IT Operations Management | Current, Up to date Operational Documentation Library (ODL)
Technology | IT Service Management | Recording and Responding to Incidents
Behavioral | Microland Skills | Customer Centricity
Behavioral | Aptitude | Data Related Skills Education Qualification :
Any Graduate Certification Mandatory / Desirable :
Technology | IT Service Management Certifications | ITIL Intermediate Certificate 1. Define business/operations specific process workflow in a manner which is simple to understand and execute
2. Drive goals in synergy with customer CTQs (critical to quality)
3. Overcome failure modes by tweaking Service operation procedures or people skills, Propose and implement corrective steps
4. Audit as per definition of Incident Management (IM)
5. Identify and pick CTQs which are influencers
6. Problem Management - Diagnose, Root cause Analysis (RCA), Identify permanent fix, manage Known Error database, SLA, process compliance
7. Change Management (CM) - Present and review change plans to identify anomalies, Analyze change records/process and establish trends and problems, Implement change process through training/coaching
8. Configuration Management - Manage defined CM Processes and Procedures for appropriate Scripting, testing, Execution and Closure of the Change Configuration Management
9. Identify Configuration Information (Cis); document and maintain as per process. Maintain and manage configuration management database (CMDB) by updating CIs Release Management (RM), Manage Release Plans, analyze quality of tests and test plan.
10. Availability Management (AM), Recommend work around as needed with service restoration as the primary goal, Work with other processes such as IM and PM in achieving AM goals
11. Financial Management (FM), Manage service billing process as per signed off SOWs with customer
12. Capacity Management (CM), Ensure adequate performance and capacity for all IT services, Plan Capacity,
13. Manage ITSCM process, Interpreting plans, test reports, etc. Communicate awareness on ITSCM, Integrate ITSCM within BCM (Business continuity management).
14. Establish measurement parameters, IT Security Management. Define IT security policies in conjunction with business requirements
15. Vendor Management (VM), drive effectiveness of VM Process. Review with Vendors on the SLA Metrics, Steer Service Reviews with customers and handle issues
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations ManagerEmployement Type: Full timeContact Details:
Company: MicrolandLocation(s): Bengaluru+ View Contact
Keyskills: IT services Change management Configuration management Billing Problem management Workflow Incident management Operations Auditing Business operations
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