Senior Analyst - Incident Management

Microland Limited is looking for Senior Analyst - Incident Management to join our dynamic team and embark on a rewarding career journey. An Incident Management Professional is an IT professional responsible for ensuring the efficient and effective handling of incidents in an organization's IT infrastructure. The following is a typical job description for an Incident Management Professional : Responsibilities : 1. Monitor, track, and manage incidents in the IT infrastructure, including hardware, software, and network systems. 2. Respond to incidents promptly, using established processes and procedures to minimize the impact of incidents on business operations. 3. diagnose Investigate and incidents, identifying the root cause and implementing corrective measures to prevent similar incidents from occurring in the future. 4. Escalate incidents to appropriate support teams or management, as needed, to ensure timely resolution. 5. Maintain accurate and up-to-date records of incidents, including details of the incident, its resolution, and any follow-up actions. 6. Provide regular incident reports to management and other stakeholders, analyzing incident trends and identifying areas for improvement. 7. Develop and maintain incident management processes and procedures, ensuring they align with industry best practices and organizational objectives. Requirements : 1. Experience in incident management, including incident identification, diagnosis, and resolution. 2. Strong technical skills, including knowledge of IT infrastructure, hardware, software, and network systems. 3. Strong problem-solving and analytical skills, including the ability to troubleshoot complex technical issues. 4. Excellent communication and interpersonal skills. 5. Experience with incident management tools and systems, such as ServiceNow, Remedy, or JIRA. 6. Knowledge of ITIL (Information Technology Infrastructure Library) best practices for incident management. 7. Ability to manage multiple tasks and priorities in a fast-paced, dynamic environment. 8. Experience in developing and implementing disaster recovery plans is a plus.