Service Analyst-Incident Management+French

Responsibilities

• Deploy, execute and improve Information Technology infrastructure Library (ITIL) processes for the Business Process/ Business chain.
• Apply ITIL best-practices and methodologies. Propose changes to the existing processes and contribute to the evolution of new model/process.
• Accountable for production issues from incident occurrence, remediation to Root Cause Analysis (RCA) and follow-up and Publish Post Mortems.
• Prepare, publish and monitor process documentation and process reports.
• Track, evaluate and drive process improvements and concerns. Monitor and correct process non-compliance.
• Generate Key Performance Indicator (KPI)s and Key Risk Indicator (KRI)s.
• Execute controls at defined time and accuracy.
• Lead the creation, implementation and monitoring of an effective governance with all the regional stakeholders.
• Perform trend analysis and suggest improvements on innovation and modernization.
• Follow-up on end-to-end Business process / Business chain.
• Focus on SLA definition, Review, Monitoring and Reporting of all critical processes.
• Strengthen business chain monitoring in co-ordination with Production chapters.

Profile Required:

Good verbal & Written, English and French communication skills

ITIL process knowledge Ability to articulate in business language.

• Experience Req: 3 to 5 Years
• Experienced at managing escalations and Problem Managment.
• Managing the stakeholder meetings with appropriate analysis on the trend, proactive measures and post incident reviews & all aspects of Problem Management.