Incident Analyst - MIM

1.0 - 2.0 years

2.0 - 5.0 Lacs P.A.

Chennai

Posted:7 hours ago| Platform: Naukri logo

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Skills Required

BasicMatrixNetwork infrastructureIncident AnalystInvestigationManager TechnologyIncident managementManagementStakeholder management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Manage the lifecycle of all Major Incidents and function as the single point of contact (SPOC) during end-to-end management of all IT priority1 incidents between the resolver groups and the internal/external stakeholders. Leveraging technology to issue all communications and providing key stakeholder management Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed Matrix management of people, processes and resources - including resolving conflict to move forward to resolution Being accountable for resolving the outage via workaround or permanent fix Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews Supporting and nurturing process improvements and knowledge base improvements Continually maintaining and developing tools and resources to manage major incidents effectively Providing periodic major incident metrics reports Person Specification Excellent listening skills. A willingness to problem solve. Strong verbal written communication skills. Resilience - being able to handle complaints from customers. The ability to work as part of a team. Be self-driven pro-active. Essential Good organization skills including the ability to prioritize workload within agreed parameters Ability to communicate effectively in writing and verbally, adapting style to suit the audience Ability to understand and demonstrate commitment to Sutherland s Major Incident Policy and to ensure all activities are consistent with it Basic Technical knowledge on Networking, Infrastructure, Zscaler. Desirable Experience in leading projects and motivation of others. Excellent coordination skills: managing complex IT technical investigations. Excellent ability to organize, present, moderate management teleconferences in a structured manner. High degree of initiative, responsibility, reliability and proactive action. Should have a minimum of 1 to 2 years experience with IT Incident management role. Excellent coordination skills: managing complex IT technical investigations. Excellent ability to organize, present, moderate management te

Sutherland Global Services Inc

Business Process Outsourcing

Mason

40,000+ Employees

47 Jobs

    Key People

  • Dilip Venkatachari

    CEO
  • Kirk W. H. DeMedio

    COO

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