Analyst, Incident Management

Role Overview: You will be responsible for having a strong knowledge of Monitoring Tools and other system tools used for L1 level troubleshooting. Your work experience should be under ITIL standards and you should be ITILv3/v4 Foundation Certified. Additionally, you will need to have 2+ years of experience working under DC Operations Technology and at least 3+ years of experience as an Incident Manager. Your role will involve possessing good knowledge of Incident, Change & Problem management, understanding the ITSM tool - SNOW, and having strong Communication Skills. You should be able to handle conference bridges and independently interact with technical teams and customers. Being a strong team player who can generate enthusiasm among team members is essential. A proactive approach to seek opportunities and handle challenges, managing the process of innovative change/thoughts, developing relationships with customers, and effectively communicating to identify needs and evaluate alternative solutions are key responsibilities. You should have an understanding of business issues, experience in quality audits and sharing feedback, and possess good knowledge of report creation and trend analysis. Key Responsibilities: - Strong knowledge of Monitoring Tools and system tools for L1 level troubleshooting - Work experience under ITIL standards and ITILv3/v4 Foundation Certification - 2+ years experience in DC Operations Technology - At least 3+ years of experience as Incident Manager - Good knowledge of Incident, Change & Problem management - Understanding of ITSM tool - SNOW - Strong Communication Skills - Ability to handle conference bridges and independently interact with technical teams and customers - Strong team player, generating enthusiasm among team members - Proactive approach to seek opportunities and handle challenges - Management of innovative change/thoughts - Developing relationships with customers and effectively communicating to identify needs and evaluate solutions - Understanding of business issues and 360-degree thinking - Experience in quality audits, sharing feedback, report creation, and trend analysis Qualifications Required: - Work experience under ITIL standards and ITILv3/v4 Foundation Certification - 2+ years experience in DC Operations Technology - At least 3+ years of experience as Incident Manager - Strong Communication Skills - Good knowledge of report creation and trend analysis (Note: Any additional details of the company were not provided in the job description),