Analyst - Incident Management

Required Skills

Behavioral | Aptitude | Tasks Related Skills

Functional | IT Operations Management | Operational Procedures

Behavioral | Microland Skills | Customer Centricity

Technology | Telecom NOC Operations | Incident Management

Behavioral | Aptitude | Communication

Education Qualification :

Any Graduate

Certification Mandatory / Desirable :

Technology | IT Service Management Certifications | ITIL Intermediate Certificate

1) Service Desk Differentiate between Incident and Service Request and record in the system

2) Resolve issues / fulfill requests by following SOP

3) Allocate to right resolver group and work with stakeholders concerned till logical closure

4) Operate service management tool for effective usage Incident Management (IM)

5) Comply with steps such as Investigate, Diagnose, Record, Communicate and Run Incident Management functional responsibilities such as bridge, communication updates

6) Drive towards service restoration within agreed SLA Capacity Management (CM). Monitor, analyze infrastructure capacity and Implement CM policy and monitor adherence in terms of timeline and accuracy

7) Analytics for effectiveness and completion in tuning and implementation

8) Work with other processes ( IM, PM, CM, RM, AM etc.) for effective and efficient implementation of the CM Process ITSCM (Information Technology Service Continuity Management)

9) Implement recovery plan and negotiate services.

10) Implement tests, conduct evaluations and generate reports.

11) Develop and implement procedures SLA management.

12) Identify what is within SLA and what has breached IT Security Management

13) Understand IT security guidelines and provide defined report from the system and Vendor Management

14) Understand the defined VM Process and supporting procedure and work Instructions to ensure proper call triage with vendors for logging calls and schedules for onsite / remote intervention,

15) Communicate on the changes to logged cases, notifications received on product recommendations and escalate when necessary

16) Provide inputs for report preparation and Service Reviews

17) Interact with customer on specific customer complains to understand the issue and derive corrective / preventive actions Technical Skills IT Infrastructure Management

18) Incident Management IT Service Continuity Management (ITSCM)

19) Service Level Management and IT Security Management