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Incident Management Analyst

2.00 to 6.00 Years   Bangalore   24 Jan, 2021
Tikmi Technologies Private Limited
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaIT Operations / EDP / MIS
EmploymentTypeFull-time

Job Description

  1. Designation Incident Management Analyst
  1. Key Job Responsibilities
  • Troubleshoot and provide problem resolution for high severity network and system infrastructure issues.
  • Must be able to lead the outage bridge effectively and accurately communicate situational status and ensure that follow up actions are recorded and assigned.
  • Accept outage reports and trouble tickets primarily via phone, or other medium such as email, ServiceNow input and customer walk-up.
  • Ensure that all outage reports are well documented in the IT ticketing system from the creation of the ticket to the successful resolution.
  • Log, track and close Incidents in the ITSM tool
  • Establish and moderate troubleshooting for network and system infrastructure issues.
  • Responsible in engaging all the needed resources for the troubleshooting.
  • Effectively communicate the incident status via ticketing system and/or other identified ITSM tool.
  • Provide 24x7 system, data analysis, and support for all High severity Incidents/Outages.
  • Escalate to Manager or Director of Service line in the event of insufficient support and follow-up of high severity incidents
  • Responsible for opening precautionary bridge for critical device and circuit alarm or alert as monitored via the IT Monitoring tool/s
  • Escalate to an Incident Manager should the High severity impact escalate to a Priority 1 incident definition
  • Identify potential areas where policies and procedures require change and where new ones need to be developed, especially regarding future businesses.
  • Work in a team environment and participate in knowledge transfer and sharing of best practices.
  • Perform at/above the enterprises Information Technology organization performance standards, meet or exceed departmental metrics and/or Service Level Goals
  • Assist in collecting and updating any job-specific process documents and job aids for creation of a knowledgebase
  1. Minimum Qualification & Experience
  • Bachelors Degree or equivalent work experience desired
  • Previous Service Desk/related work center experience required. 2 years IT experience preferred
  1. Skills Required
  • Excellent personal computer skills including desktop computing systems hardware and software.
  • Thoroughness and accuracy in capturing details, completing tasks and providing information.
  • Flexibility and willingness to adapt to changing business demands.
  • Excellent technical writing skills.
  • Experience with ServiceNow platform or other ITSM ticketing tool
  • Excellent knowledge and experience with Windows 2008 Active Directory domain administration at a minimum.
  • Excellent knowledge of Windows basic principles, theories, and concepts
  • Knowledge and/or experience in call center operations and/or applications
  • Knowledge and/or experience with data communications devices (switches, hubs, routers, firewalls)
  • Knowledge and/or experience with telecom technologies (Avaya Definity G3 PBX, Conversant VRU and Intuity Audix voice mail systems)
  • Strong investigation and problem-solving skills.
  • Ability to maintain the highest level of confidentiality.
  • Excellent interpersonal, written, and oral communication skills.
  • Ability to work in a team fostered environment.
  • Ability to prioritize and organize work in a multi-tasked environment.
  • Ability to adapt to a flexible schedule.
  • Excellent Communication Skills
Candidate should be willing to work in during Pacific Time business hours

Keyskills :
communication skillssladata analysisactive directorycall center operationsincident managementcomputer skillsbasisproblem solvingtechnical writingoral communicationproblem resolutionknowledge transferaidsservice levelinformation technology

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