Analyst - Incident Management (SM2)

Required Skills
Technology | ITIL - Incident Management
Functional | IT Operations Management | Operational Procedures
Behavioral | Aptitude | Communication
Behavioral | Aptitude | Tasks Related Skills
Behavioral | Microland Skills | Customer Centricity

Education Qualification :
Any Graduate

Certification Mandatory / Desirable :
Technology | IT Service Management Certifications | ITIL Intermediate Certificate

1. Knowledge to differentiate between Incident and Service Request, how to record in the system and Resolve issues / fulfill requests by following SOP. Allocate to right resolver group.
2. To work with stakeholders concerned till logical closure and Operate service management tool for effective usage Incident Management (IM). Comply with steps such as Investigate, Diagnose, Record, Communicate.
3. Run Incident Management functional responsibilities such as bridge, communication updates. Drive towards service restoration within agreed SLA monitor adherence in terms of timeline and accuracy. Analytics for effectiveness and completion in tuning and implementation. 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). Developing deliverables; generate reports. Develop.
4. Implement procedures SLA management. Provide defined reports from the system on time and Identify what is within SLA; what has breached IT Security Management. Understand IT security guidelines.
5. Provide defined report from the system; Vendor Management (VM). Understand the defined VM Process and supporting procedure and work Instructions to ensure proper call triage with vendors for logging calls.
6. Schedules for onsite/ remote intervention,.

Communicate on the changes to logged cases, notifications received on product recommendations; escalate when necessary Business Relationship Management.

Provide all required inputs for preparation of reports and presentations for Service Reviews.

Interact with customer on specific customer complains to understand the issue and derive corrective/preventive actions.