Log In
Sign Up
Job Description
**mandatory
SN
Required Information
Details
1
Role**
IT Service Management Analyst
2
Required Technical Skill Set**
experience in inbound customer service environment/ Service Management
3
No of Requirements**
1
4
Desired Experience Range**
3 to 5 years’
5
Location of Requirement
Delhi NCR/Nagpur
Desired Competencies (Technical/Behavioral Competency)
Must-Have**
- Strong problem-solving abilities with inter team collaboration
- Strong oral and written communication skills, with the ability to effectively communicate to a variety of audiences.
- Incident Coordination
- Lead and manage major incidents from detection to resolution.
- Ensure rapid assessment, prioritization, and escalation of incidents.
- Act as the primary point of contact during major incidents.
- Provide timely and accurate updates to stakeholders, including senior leadership.
- Facilitate incident review calls and post-incident reports.
- Root Cause Analysis & Reporting
- Drive post-incident reviews and ensure root cause analysis is completed.
- Document lessons learned and recommended preventive measures.
Good-to-Have
- Good to have management of Change and Problem
- Good understanding of computer systems, mobile devices, and other tech products.
- Process Compliance & Improvement
- Ensure adherence to ITIL Major Incident Management processes.
- Identify opportunities for process improvement and implement best practices.
- Work closely with technical teams, vendors, and business units to resolve incidents.
- Coordinate with Problem Management for long-term fixes.
SN
Responsibility of / Expectations from the Role
1
Incident Coordination:
2
Lead and manage major incidents from detection to resolution.
3
Ensure rapid assessment, prioritization, and escalation of incidents.
4
Communication Management:
5
Act as the primary point of contact during major incidents.
6
Provide timely and accurate updates to stakeholders, including senior leadership.
7
Facilitate incident review calls and post-incident reports.
8
Root Cause Analysis & Reporting:
9
Drive post-incident reviews and ensure root cause analysis is completed.
10
Document lessons learned and recommended preventive measures.
11
Excellent analytical and problem-solving skills
12
Strong communication and documentation abilities
13
Leadership and mentoring mindset
