Incident Management Analyst_Pune(3 To 5 Year)

Requirements,

• 3 to 5 years IT Incident Management, Stabilization & Release Management experience.
• Min ITIL V4 foundations certified.
• Strong communications skills & Stakeholder Management skills.
• Good experience in reporting skills using Power BI / MS Excel etc.
• Problem, change management knowledge would be an additional advantage.

• Real Time & continuous follow-up with support teams for incident resolution.
• Monitor and manage all incidents across the clients and single point of contact for all critical incidents.
• Manage and coordinate activities during overall ticket life cycle.
• Conducting Service Review meeting with Business and providing the Trend analysis and improvement Ideas.
• Effectively and timely conducting Scheduling WAR room to resolve Critical Incidents.
• Develop an interface between Incident Management, Problem Management, and Service Desk staff for recognizing the cause of incidents.
• Ensure that the Incident record is fully updated prior to Problem Management handover.
• Ensure that the required support staff is available for Major Incident Resolution.
• Ensuring correct prioritization and categorization of the incidents takes place
• Ensuring RCA are recorded, analysis of RCA received by resolver group.
• Providing post -production support for system issues, including gap analysis & follow-up.
• Deliver Incident Management Reporting (internal and external): Process KPI, Management reports.
• Publish weekly SLA report across support group and to Stake holders.
• Conducting Monthly Meetings with all Team Leads towards SLA.
• Develop an error database, which stores information about the problems and errors that occur in Incident Management to increase the speed of the Incident Management process
• Understanding of end to end IT incident lifecycle.
• Effectively communicate progress and critical information to senior stakeholders and business users.