Analyst - Incident

  • Bangalore
  • Confidential
  • 1-5 years
  • Views
  • 29 Aug 2018

  • Software Design & Development

  • Consumer Durables/ Semi Durables
Job Description

Differentiate between Incident and Service Request & record in the system Resolve issues / fulfill requests by following SOP Allocate to right resolver group & work with stakeholders concerned till logical closure Operate service management tool for effective usage Incident Management (IM) Comply with steps such as Investigate, Diagnose, Record, Communicate Run Incident Management functional responsibilities such as bridge, communication updates Drive towards service restoration within agreed SLA Capacity Management (CM) _ Monitor, analyze infrastructure capacity _Implement CM policy and monitor adherence in terms of timeline and accuracy _Analytics for effectiveness and completion in tuning and implementation _Work with other processes ( IM, PM, CM, RM, AM etc.) for effective and efficient implementation of the CM Process ITSCM (Information Technology Service Continuity Management) _Developing deliverables _ Implement recovery plan & negotiate services _Implement tests, conduct evaluations & generate reports _Develop & implement procedures SLA management _Provide defined reports from the system on time _Identify what is within SLA & what has breached IT Security Management _Understand IT security guidelines & provide defined report from the system Vendor Management (VM) _Understand the defined VM Process and supporting procedure and work Instructions to ensure proper call triage with vendors for logging calls & schedules for onsite/ remote intervention, _Communicate on the changes to logged cases, notifications received on product recommendations & escalate when necessary Business Relationship Management _Provide all required inputs for preparation of reports and presentations for Service Reviews _Interact with customer on specific customer complains to understand the issue and derive corrective/ preventive actions KPIs Customer: 1 client appreciation per quarter Zero escalations in a year 1 Customer facing SIP per year Process: 100% achievement of response & resolution SLAs 100% compliance to service management processes Contribution to AIDR reduction as per program goals & objective Technology: At least one emerging technology training/ year At least one technology certification/ year At least 1 structured automation initiative participation/ quarter Technical Skills IT Infrastructure Management (A) Incident Management (A) IT Service Continuity Management (ITSCM) (A) Service Level Management (A) IT Security Management (A) Vendor Management (A) Business Relationship Management (A) Behavioral Skills Email Communication, Presentation, Public Speaking(F) Interpersonal Skills, Nurturing Relationships (A) Customer Service Orientation, Business Appreciation (A) Proficiency Legend: (A) - Aware; (F) - Familiar; (P) - Proficient; (E) - Expert.

Job Posted By

Divya Lakshman
Lead - Corporate Talent Acquisition

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