Information Technology Service Management Analyst

Role - IT Service Management Analyst

Required Technical Skill Set - experience in inbound customer service environment/ Service Management

Desired Experience Range - 3 to 5 years

Location of Requirement - Delhi NCR/Nagpur

Must Have

• Strong problem-solving abilities with inter team collaboration
• Strong oral and written communication skills, with the ability to effectively communicate to a variety of audiences.
• Incident Coordination
• Lead and manage major incidents from detection to resolution.
• Ensure rapid assessment, prioritization, and escalation of incidents.
• Act as the primary point of contact during major incidents.
• Provide timely and accurate updates to stakeholders, including senior leadership.
• Facilitate incident review calls and post-incident reports.
• Root Cause Analysis & Reporting
• Drive post-incident reviews and ensure root cause analysis is completed.
• Document lessons learned and recommended preventive measures.

Good To have-

• Good to have management of Change and Problem
• Good understanding of computer systems, mobile devices, and other tech products.
• Process Compliance & Improvement
• Ensure adherence to ITIL Major Incident Management processes.
• Identify opportunities for process improvement and implement best practices.
• Work closely with technical teams, vendors, and business units to resolve incidents.
• Coordinate with Problem Management for long-term fixes.

Key Responsibilities-

Incident Coordination:

Lead and manage major incidents from detection to resolution.

Ensure rapid assessment, prioritization, and escalation of incidents.

Communication Management:

Act as the primary point of contact during major incidents.

Provide timely and accurate updates to stakeholders, including senior leadership.

Facilitate incident review calls and post-incident reports.

Root Cause Analysis & Reporting:

Drive post-incident reviews and ensure root cause analysis is completed.

Document lessons learned and recommended preventive measures.

Excellent analytical and problem-solving skills

Strong communication and documentation abilities

Leadership and mentoring mindset