Sr . Analyst - Incident

Microland
  • Pune
  • Confidential
  • 4-8 years
  • Views
  • 11 Jul 2019

  • Customer Service

  • Consumer Durables/ Semi Durables
Job Description

    Sr. Analyst - Incident

    Qualification: Graduate / Diploma

    Service Desk 

    _Drive the Service desk process implementation

    _Identify training needs drive trainings on defined Processes , Metrics and Audits

    _Monitor the Performance of Service Desk Processes analyze the performance

    _Identify actual issue and take up with specialists for support

    _Identify tool shortcomings for improvement"

    Incident Management (IM) 

    _Drive the Implementation of defined IM Processes

    _Impart / plan training of resources on defined Processes , Metrics and Audits

    _Monitor the Performance of IM Process

    _Analyze the performance to identify actual and potential failure modes


    Capacity Management (CM)

    _Analyze monitored data

    _Propose refinement / changes ( such as configuration) for performance improvement _Implement Monitor CM process

    _Identify failure modes and suggest changes

    _Ascertain sufficiency and efficiency of interdependent processes (such as Configuration Management , Change Management , Problem Management) and propose improvements



    ITSCM (Information Technology Service Continuity Management)

    _Carry out risk analysis define deliverables

    _Draft contracts evaluate test reports

    _Invoke recovery and continuity mechanisms

    _Prepare and publish reports



    SLA management 

    _ Drive Awareness campaign implement defined actions for improvement

    _Process performance monitoring , analyzing , finding GAP , planning actions (around people , process) for improvement"



    IT Security Management 

    _Monitor performance of IT Security process


    Vendor Management (VM)

    _Drive the execution of defined VM Processes

    _Monitor the Performance of VM Process , analyze the performance to identify actual and potential failure modes

    _Ensure 100% compliance w.r.t the Process as well as SLA"

    Business Relationship Management

    _Prepare presentations / reports for Service Review to ensure communication to customer in the best possible manner on Service Performance and Service Improvements

    _Drive implementation of corrective / preventive actions for Customer Complaints and communicate to the customer on the same"



    Technical Skills 

    IT Infrastructure Management (A)

    Incident Management (A)

    Availability 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)

    Strategic Thinking , Transactions Processing , Planning (A)

    Analytical Thinking , Scientific Temperament (A)

    Interpersonal Skills (F) , Nurturing Relationships (A)

    Customer Service Orientation , Business Appreciation (F) 


Job Posted By

Divya Lakshman
Lead - Corporate Talent Acquisition

About Organisation

Microland