Senior Analyst - Incident Management

Required Skills

Behavioral | Aptitude | Tasks Related Skills

Functional | IT Operations Management | Current, Up to date Operational Documentation Library (ODL)

Technology | IT Service Management | Recording and Responding to Incidents

Behavioral | Microland Skills | Customer Centricity

Behavioral | Aptitude | Data Related Skills

Education Qualification :

Any Graduate

Certification Mandatory / Desirable :

Technology | IT Service Management Certifications | ITIL Intermediate Certificate

1. Define business / operations specific process workflow in a manner which is simple to understand and execute

2. Drive goals in synergy with customer CTQs (critical to quality)

3. Overcome failure modes by tweaking Service operation procedures or people skills, Propose and implement corrective steps

4. Audit as per definition of Incident Management (IM)

5. Identify and pick CTQs which are influencers

6. Problem Management - Diagnose, Root cause Analysis (RCA), Identify permanent fix, manage Known Error database, SLA, process compliance

7. Change Management (CM) - Present and review change plans to identify anomalies, Analyze change records / process and establish trends and problems, Implement change process through training / coaching

8. Configuration Management - Manage defined CM Processes and Procedures for appropriate Scripting, testing, Execution and Closure of the Change Configuration Management

9. Identify Configuration Information (Cis); document and maintain as per process. Maintain and manage configuration management database (CMDB) by updating CIs Release Management (RM), Manage Release Plans, analyze quality of tests and test plan.

10. Availability Management (AM), Recommend work around as needed with service restoration as the primary goal, Work with other processes such as IM and PM in achieving AM goals

11. Financial Management (FM), Manage service billing process as per signed off SOWs with customer

12. Capacity Management (CM), Ensure adequate performance and capacity for all IT services, Plan Capacity,

13. Manage ITSCM process, Interpreting plans, test reports, etc. Communicate awareness on ITSCM, Integrate ITSCM within BCM (Business continuity management).

14. Establish measurement parameters, IT Security Management. Define IT security policies in conjunction with business requirements

15. Vendor Management (VM), drive effectiveness of VM Process. Review with Vendors on the SLA Metrics, Steer Service Reviews with customers and handle issues