Consultant - Tech Analyst

Job Description

Responsibilities Technology Operations Center - Consultant (Major Incident Coordinator) Indicative years of total experience: 7+ years Role Description: The Major Incident Coordinator is responsible for Major / Critical Incident Process within an engagement. He is expected to provide resolution to all the Major Incidents within the agreed time and provide overall status of Major Incident resolution process periodically. Reporting relationship: This role will report to Delivery Manager Key Responsibilities: Acting as a POC for Customer to provide the status update whenever a Major incident occurs Opening a Bridge through involving all relevant resolver groups and continue the discussions will Major Incident is resolved. Informing the key stakeholders on the status of the Major Incident after getting the confirmed service restoration. Coordinating with the respective SMEs / Developers for speedy resolution of the Major Incident. Ensuring the Major Incident is resolved within the SLAs agreed with the Product Owners. Taking all the preventive actions to minimize the service and business impact incase resolution time seems to be high. Conducting a thorough analysis and preparing the Major Incident Report (MIR) for every Major Incident after it is Closed. Ensuring that the causes for all Major Incidents are analyses and root cause is identified (through coordinating with Problem Management Process) Ensuring that all the resolution procedures, documentation for root cause and lookback are updated in the work log. Fixed shift of 6.30 PM - 03.30 AM IST Qualifications Education: Graduate - Bachelor s degree (Engineering preferred) Preferred certifications: ITIL Foundation V4 Additional Information Skills & Experience: Should have exposure to ITIL practices. Excellent Written and Verbal Communication skills Highly motivated individual with a positive and proactive attitude to work and willingness to make changes to improve operational efficiency through innovation, process and procedure and adopting and adapting ideas and practices from elsewhere. Good understanding of the Command Center Operations, and also learning towards Managed File Transfer, Mainframe Operations, CA7, Control M, Balancing and Scheduling, Java, Elastic search and Kibana: Application health, system availability, latency, performance, and end-to-end monitoring. Ready to work in shift, weekends, and flexible schedule. Excellent team skills with ability to listen and contribute to discussions and meetings.