Consultant - Tech Analyst

Responsibilities

Role Description

Reporting Relationship

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

• Graduate - Bachelor’s degree (Engineering preferred)
• Preferred certifications: ITIL Foundation V4
  

Additional Information

• 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.