Senior Analyst - Incident Management

Required Skills
Behavioral | Aptitude | Data Related Skills Behavioral | Aptitude | Tasks Related Skills Technology | BI Tools / Systems, Development | SQL Server Reporting Services (SSRS) | Drill-down Reports and Bar Charts Process | IT Service Management | Service Desk Behavioral | Microland Skills | Customer Centricity Functional | IT Operations Management | Current, Up to date Operational Documentation Library (ODL) Technology | IT Service Management | Recording and Responding to Incidents Education Qualification :
Any Graduate Certification Mandatory / Desirable :
Technology | IT Service Management Certifications | ITIL Intermediate Certificate Required Skill Technology - IT Service Management|Recording and Responding to Incidents Functional - IT Operations Management|Current, Up to date Operational Documentation Library (ODL) Process - IT Technical Documentation|Standard Operating Procedures Behavioral - Aptitude|Data Related Skills Process - IT Service Management|Service Desk Behavioral - Aptitude|Tasks Related Skills Behavioral - Microland Skills|Customer Centricity Details Service Desk _Define business/operations specific process workflow in a manner which is simple to understand and execute. _Drive goals in synergy with customer CTQs (critical to quality) _Overcome failure modes by tweaking Service operation procedures or people skill _Get tool shortcomings addressed either by improving system capability or work around steps to the automation / tool system team _Document and conduct audits as per definition Incident Management (IM) _Propose and implement corrective steps for the failure modes identified _Define processes for the given environment and train resources on same _ Identify and pick CTQs which are influencers & manage multiple stake holders. Problem Management _Classify, diagnose & run Root cause Analysis (RCA) _Identify permanent fix & manage Known Error database _Push for SLA & process compliance _Interact with other stakeholders to achieve the above Change Management (CM) _Monitor and control change window / process time lines _Understand the change / change plan in question to the level of directing and assisting effective change _Manage defined CM Processes and Procedures for appropriate Scripting, testing, Execution and Closure of the Change Configuration Management _Identify Configuration Information (Cis) & document and maintain as per process _Configuration Management and other interrelated process _Maintain and manage configuration management database (CMDB) by updating CIs Release Management (RM) _Manage the Release Plans _Question RM time lines in order to have no or minimum disruption _Analyze quality of tests done in order to avoid post roll out disruptions where needed from time line and test plan Availability Management (AM) _Recommend work around as needed with service restoration as the primary goal _Work with other processes such as IM & PM in achieving AM goals Financial Management (FM) _ Manage service billing process as per signed off SOWs with customer _Manage defined cost allocation to various overheads. Capacity Management (CM) _Ensure adequate performance and capacity for all IT services _Plan Capacity (responsible for its development and management) ITSCM (Information Technology Service Continuity Management) _Manage ITSCM process _Interpreting plans, test reports, etc. _Communicate and maintain awareness on ITSCM _Integrate ITSCM within BCM (Business continuity management) _Coordinate and arbitrate as required with stakeholders providing personnel, resources and funding SLA management _Understand failure modes of process & incorporate necessary controls to overcome failures _Establish measurement parameters IT Security Management _Define IT security policies in conjunction with business requirements _Document & define measurement parameters in line with metrics in SLA Vendor Management (VM) _Define & drive the efficiency and effectiveness of VM Process _Define process as per the requirement and document in a manner which is simple to understand and execute _Define monitoring and measurement parameters for the process in-line with defined deliverable and signed-off SLA _R