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Service Operations Analyst

5.00 to 8.00 Years   Hyderabad   28 May, 2022
Apple Inc
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryAutomobile / Auto Ancillaries
Functional AreaSales / BD
EmploymentTypeFull-time

Job Description

    DescriptionDescriptionProactively drive improvements within the IS&T organization Monitor and respond to priority escalations for incidents, problems and change requests from Incident, Problem and Change Management programs Responsible for reporting key performance indicators (KPIs) and performing trend analysis on Incidents, Service Requests, Change Requests, and Problem Records Create and distribute Executive-level reports on data trends from Incidents, Changes, Service Requests, and Problem Management analysis Manage and/or contribute to continuous improvement of IS&T Change Management and Problem Management programs and policies Research, create and distribute root cause analysis reports and documentation Holiday and on-call work hours may be required Provide ongoing coaching, training and feedback to team members Handle management and functional escalations Lead team day-to-day site operations, Key QualificationsKey Qualifications
    • 5+ years IT Service Operations experience in Change Management, Incident Management or Problem Management programs
    • In-depth knowledge of ITSM and Information Technology Infrastructure Library (ITIL), including Incident Management, Change Management, Service Management, and Problem Management processes
    • Experience implementing problem management or change management workflows to satisfy policy/compliance requirements
    • Experience creating data trend analysis reports and presentations
    • Outstanding written, oral and interpersonal communication skills
    • Knowledge of engineering development, testing, and manual/automatic deployment processes
    • Experience using an IT service management or Customer relationship management (CRM) system for tracking technical support cases
    • Experience using a knowledge management system, including authoring technical support documentation
    • ServiceNow Incident Management, Change Management, Service Management, and Problem Management functions and processes
    • Experience operating in an IT environment regulated by laws and industry standards (SOX, GDPR, HIPAA, PCI)
    • ITIL Certification (Problem Management, Incident Management, Change Management)
    • Project management certification (PMP, CAPM, PMI)

Keyskills :
customer relationsroot cause analysisaccountsmisslait service management

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