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Analyst - Incident Management (SM2)
4-8 years
₹ 10 - 8.56L/yr (AmbitionBox estimate)
This is an estimate of the average salary range for this
position. It has not been reviewed by the company, and
the actual salary may differ.
Bangalore / Bengaluru
1 vacancy
Analyst - Incident Management (SM2)
Microland
posted 2mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
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.
7. Technical Skills IT Infrastructure Management (1) Incident Management (2) IT Service Continuity Management (ITSCM) (3) Service Level Management; (4) IT Security Management (5) Vendor Management (6) Business Relationship Management
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.
7. Technical Skills IT Infrastructure Management (1) Incident Management (2) IT Service Continuity Management (ITSCM) (3) Service Level Management; (4) IT Security Management (5) Vendor Management (6) Business Relationship Management
Employment Type: Full Time, Permanent
Read full job description
What people at Microland are saying
Rating based on 7 Incident Manager
reviews
Anonymous · Customer Success, Service & Operations
in Bangalore / Bengaluru
Likes
Little bit of flexibility here and there...Job security...
Dislikes
Microland as a company not organized well and managers have anxiety issues and blame agents for process gaps. So much politics in increments and promotions.
- Salary - Poor
+5 more
Incident Manager salary at Microland
reported by
42
employees
with 3-8
years exp.
₹3.3
L/yr - ₹12
L/yr
10%
less
than the average Incident Manager Salary in India
View more details
What Microland employees are saying about work life
based on 1.7k employees
Flexible timing
Monday to Friday
No travel
Day Shift
Microland Benefits
View more benefits
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Microland Bangalore / Bengaluru Office Location
Bengaluru Office
Headquarter
Microland, 1B, Ecospace, Outer Ring Road, Off RMZ Ecospace Internal Rd, Adarsh Palm Retreat, Bellandur
Bengaluru
Karnataka 560103
Karnataka 560103
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