Specialist - Incident Analyst (Incident Mgt & Monitoring)

What You'll Do

• Incident Analyst Duties and Responsibilities
• Monitor Systems Monitor the performance and capacity of systems using a variety of tools. We look for hardware, software, and infrastructure alerts or malfunctions. When an issue is identified, Engineers do a basic investigation and involve relevant support for the fix.
• Troubleshoot Problems We generally have standard operating procedures that engineers will closely follow. This may include coordinating with Internal Technical Team, third-party vendors, customers, or other IT teams.
• Track all Issues While working on incidents, the Engineer must carefully track and document all issues and resolutions in detail. This increases the knowledge base of the Team and is a record of the health of the system.
• Report Incidents Engineers must escalate the issue to management, Technical Teams, IT resources, or 3rd party vendors for assistance in reaching a resolution. Engineers also maintain ongoing communication within the team and externally, to keep all stakeholders aware of relevant, known issues and the steps being taken What you’ll need
• Participate in Continuous Improvement Projects Engage in projects aimed at enhancing NOC operations, including process optimization, tool evaluation, and implementation of best practices to improve incident response and overall service delivery.
  

What You'll Need

• With 2 - 5 years of experience in managing Incidents, Alerts, Team Mailbox, and Monitoring Dashboards.
• Understanding of Applications, Systems & monitoring Tools like PagerDuty, Alertsite, and Grafana
• Hands-on experience on Ticket tool ServiceNow and Jira.
• Excellent time management and organizational skills, and ability to handle multiple concurrent tasks with minimal supervision
• A solid understanding of Incident Management principles is essential, including familiarity with ITIL (Information Technology Infrastructure Library) practices, service level agreements (SLAs), and incident response protocols.
• Excellent oral and written communication skills, and ability to address conflict with others constructively
• Hands-on experience for End to end communications for Initial, Update & Resolved business notifications to stakeholders. Modifying/Updating KB articles.
• Ability to work in a flexible schedule 24*7
• Previous customer service or helpdesk experience
• Highly Motivated individual
• Self-starter and a quick learner
• Effective and efficient way of managing incidents
• Automation within the incident and service request management
• Automation of reporting / using tools