IT SERVICE MANAGEMENT ANALYST

As an Incident Management Specialist, you will be responsible for owning the Incident Management process and overseeing the entire incident life cycle. Your key responsibilities will include: - Providing adequate process awareness for the organization. - Managing the effectiveness and efficiency of the process. - Reviewing all escalated incidents and taking appropriate actions. - Focusing teams on the restoration of services for the customer. - Monitoring and reporting the performance of the process. - Identifying opportunities for process improvement. - Governing continual service improvement and owning the Incident Management process. Additionally, you will be involved in Major Incident Management, where you will: - Participate in conference calls, meetings, and war rooms during major incidents to ensure the correct approach is taken. - Attend post-incident management review meetings. - Raise problem records to the concerned team to identify the root cause of major outages and create KB articles. - Resolve conflicts during vendor engagement. - Provide insights to higher management regarding the Major Incident Management process. - Address conflicts in the process. - Resolve order of play service reinstatement issues, especially business prioritization. - Review Major Incident handling and provide feedback as necessary. As an Incident Management Specialist, you will be responsible for owning the Incident Management process and overseeing the entire incident life cycle. Your key responsibilities will include: - Providing adequate process awareness for the organization. - Managing the effectiveness and efficiency of the process. - Reviewing all escalated incidents and taking appropriate actions. - Focusing teams on the restoration of services for the customer. - Monitoring and reporting the performance of the process. - Identifying opportunities for process improvement. - Governing continual service improvement and owning the Incident Management process. Additionally, you will be involved in Major Incident Management, where you will: - Participate in conference calls, meetings, and war rooms during major incidents to ensure the correct approach is taken. - Attend post-incident management review meetings. - Raise problem records to the concerned team to identify the root cause of major outages and create KB articles. - Resolve conflicts during vendor engagement. - Provide insights to higher management regarding the Major Incident Management process. - Address conflicts in the process. - Resolve order of play service reinstatement issues, especially business prioritization. - Review Major Incident handling and provide feedback as necessary.