Senior Analyst - Incident Management

As an experienced candidate with a strong background in IT Operations Management, IT Service Management, and behavioral aptitude, you will play a crucial role in ensuring operational efficiency and customer satisfaction. Your qualifications include a degree in Any Graduate and a certification in ITIL Intermediate Certificate. Key Responsibilities: - Define business/operations specific process workflow to simplify understanding and execution. - Drive goals aligned with customer Critical To Quality (CTQs). - Address failure modes by adjusting service operation procedures or people skills, and implement corrective measures. - Conduct audits in accordance with Incident Management (IM) definitions. - Identify and prioritize CTQs that have a significant impact. - Perform Problem Management activities such as diagnosis, Root Cause Analysis (RCA), implementing permanent fixes, managing Known Error database, ensuring SLA compliance, and process adherence. - Lead Change Management activities by presenting and reviewing change plans, analyzing change records/processes, identifying trends and anomalies, and implementing changes through training/coaching. - Manage Configuration Management processes, including scripting, testing, execution, and closure of Change Configuration Management. - Document and maintain Configuration Information (CIs) in the Configuration Management Database (CMDB). - Coordinate Release Management activities, manage Release Plans, assess test quality and plans. - Oversee Availability Management, recommend workarounds for service restoration, and collaborate with other processes to achieve availability goals. - Handle Financial Management tasks, ensuring service billing compliance with customer agreements. - Drive Capacity Management efforts to ensure optimal performance and capacity for IT services. - Manage IT Service Continuity Management (ITSCM) processes, interpret plans and test reports, raise awareness on ITSCM, and integrate it within Business Continuity Management (BCM). - Define IT security policies in alignment with business requirements and establish measurement parameters for IT Security Management. - Engage in Vendor Management activities to enhance process effectiveness, review SLA metrics with vendors, conduct service reviews with customers, and address any issues effectively. Location: India - Pune This job description was created on 22-Jan-2025.,