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Incident Management Process Analyst

Incident Management Process Analyst

10 - 12 years

30 - 35 Lacs

bengaluru

Posted:1 day ago| Platform:

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Skills Required

service management computer science data analysis automation assurance process improvement consulting incident management operations technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

Incident Management Process Analyst - Incident Management Team

Your key responsibilities

Responsible for keeping the Incident Management process artefacts up to
Driving/contributing towards running operational cadence for process governance purpose
Responsible for executing detailed Incident analysis and provide insights which roll up to ET leadership
Managing communication framework for socializing process awareness within EY Technology
Lead the automation initiatives within the team to eliminate waste from ET Critical Incident Management process and enable continual improvement through incident volume reduction.
Contribute heavily to drive necessary Service Improvements to improve the Incident Management KPI performance
Conduct training and process forum meetings to engage wide variety of Stakeholders about Incident Management process
Create and maintain Knowledge articles to support Incident Management process
Provide functional requirements for Incident and Critical Incident Management for ITSM tool transformation as required
Provide thought leadership to design state of the art PowerBI dashboards to gain greater insights relating to Incident Management

Skills and attributes for success

10 - 12 years of experience in Service Management and IT industry
Strong process knowledge in area of Service Management processes and Incident Management process in particular
ITIL V3/V4 certification
Process mapping and documentation skills
Strong technical knowledge in area of Infrastructure Support (Both On-Prem and Cloud)
Excellent Quality Management skills (Six Sigma Certification preferable)
Ability to strongly collaborate with Problem Managers and technical support teams to facilitate quality RCA
End to end functional knowledge of at least one of ITSM ticketing tools (Preferably ServiceNow)
Ability to identify process improvement actions and assign ownership
Excellent communication skills (Written and Verbal)
Excellent presentation skills with ability to create good presentations for Senior Management
Sound data analysis skills and having a keen eye for detail
Strong collaborative skills
Sound reporting knowledge with good hands-on experience in tools like PowerBI
Ability to turnaround time sensitive deliverables within short timescales with acceptable quality

Supervision

Direct supervision provided by the respective leader; frequency on a weekly or as-needed basis
Expected to act independently to deliver to schedule; support provided as required and requested, and is self-driven and motivated
Coaches, mentors and supports less experienced team members

Other Requirements

Flexible work schedule be required including willingness to work on shifts that will extend up to 11 PM and as the project demands beyond.

Job Requirements

Education

A degree in Computer Science or a related discipline; or equivalent work experience

Experience

10 to 12 years experience in an Operational / Service Management role
Six Sigma Certified
5 years of proven experience and success in an Incident Management and Service Request fulfilment

Certification Requirements

ITIL v3 or ITIL 4 Foundations training, or higher level of ITIL Certification

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