Analyst ITSM
Empower Retirement
Expired
Posted: 22 Dec 20
Job Description
Essential Duties And Responsibilities
Takes the ownership of the Incident and drives it to resolution, providing updates to relevant parties according to SLA/OLA.
Ensures the analysis of business impact and identification of commonality that that would constitute a problem
Chairs Incident Management technical resolution bridges, ensuring engagement of relevant resolvers;
Chairs the Business Communication bridges and established cadence of nonverbal updates to ensure the status and impact above are clearly communicated.
Chairs Stakeholder updates to keep EMPOWER IT management informed of the progress of Problems and trends;
Ensures that, following the resolution of each incident, that the incident is documented and logged appropriately, with enrichment of processes and knowledge base;
Ensures that, following the resolution of each critical Incident, closure activities are accomplished, including root cause analysis, permanent remediation of the root cause, and establishment of alerts on leading indicators
Acts as an escalation contact for EMPOWER business and IT associates in the reporting of critical incidents;
Communicates actively with the various teams engaged or involved in the Critical Incidents and Problems and their investigation and resolution (Service Desk, Delivery teams, EMPOWER IT stakeholders, Buiness stakeholders);
Ensures terminology used (technical or business) is understood by both business and technical teams;
Participate in post-incident analysis by providing inputs on what went well and areas of improvement. Analyze incident (and requests) data to identify trends, follow up and help reduce aging incidents, identify process variance, coach tech team members on defined process. Prepare and present various reports
Availability to work outside normal business hours (On-call rotation).
Skills Summary
Strong communication skills both written and verbal (English) with an ability to identify sensitivities, mood, tone, and nuance
Intrinsically motivated and eager to take up new challenges and foster continual improvement.
Able to work with minimal supervision and handle situations with maturity.
Ability to motivate people for results
Intellectual curiosity and exceptional analytical skills
Willing to work on rotational shifts and be available on weekends for on-call support (as necessary).
High degrees of integrity and ownership.
Required Skills
Highly independent and self-directed individual capable of working with minimal supervision.
Able to coordinate a team of people in multicultural environment, including IT providers, EMPOWER IT technical teams, as well as associates from business areas
Excellent interpersonal, organizational and customer services skills with ability to communicate effectively with both technical and non-technical stakeholders.
Strong problem-solving skills
Sense of urgency
Strong organizational skills with the ability to manage multiple tasks simultaneously
Excellent verbal and written communication skills (English)
Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive level management
The ability to communicate confidently and clearly on conference calls, in meetings and via email, at all levels of the organization is essential.
Customer focus and ownership, use of own initiative and a proactive approach to work
Familiar knowledge of ITIL processes
Experience in Incident/Problem Management platforms such as ServiceNow
Experience in managing escalations in crisis situation
Background and experience in one or many of the IT domains below is beneficial:
Network (WAN, LAN, WLAN, Proxy, Firewall, VoIP)
Data Center (Wintel, Unix, Storage,)
Cybersecurity
Databases
Cloud Services
Enterprise Data Warehouse
Experience
A Degree in Computer Engineering, Computer Science from recognized university or equivalent related technical certifications with professional experience.
At least 1 year of relevant working experience in Incident/Problem Management in complex technology environments
Strong knowledge of IT concepts, strategies, and methodologies as well as of business functions and operations
Exceptional knowledge of Process and IT service management concepts such as ITIL and ITSM
Knowledge of waste mitigation such as Lean Six Sigma a plus.
Education / Certification /Training
Minimum
ITIL foundation certification or ITIL intermediate qualification (Service Operation / Operational Support & Analysis)
Preferred
A Degree in Computer Engineering, Computer Science from recognized university or equivalent related technical certifications with professional experience.
Takes the ownership of the Incident and drives it to resolution, providing updates to relevant parties according to SLA/OLA.
Ensures the analysis of business impact and identification of commonality that that would constitute a problem
Chairs Incident Management technical resolution bridges, ensuring engagement of relevant resolvers;
Chairs the Business Communication bridges and established cadence of nonverbal updates to ensure the status and impact above are clearly communicated.
Chairs Stakeholder updates to keep EMPOWER IT management informed of the progress of Problems and trends;
Ensures that, following the resolution of each incident, that the incident is documented and logged appropriately, with enrichment of processes and knowledge base;
Ensures that, following the resolution of each critical Incident, closure activities are accomplished, including root cause analysis, permanent remediation of the root cause, and establishment of alerts on leading indicators
Acts as an escalation contact for EMPOWER business and IT associates in the reporting of critical incidents;
Communicates actively with the various teams engaged or involved in the Critical Incidents and Problems and their investigation and resolution (Service Desk, Delivery teams, EMPOWER IT stakeholders, Buiness stakeholders);
Ensures terminology used (technical or business) is understood by both business and technical teams;
Participate in post-incident analysis by providing inputs on what went well and areas of improvement. Analyze incident (and requests) data to identify trends, follow up and help reduce aging incidents, identify process variance, coach tech team members on defined process. Prepare and present various reports
Availability to work outside normal business hours (On-call rotation).
Skills Summary
Strong communication skills both written and verbal (English) with an ability to identify sensitivities, mood, tone, and nuance
Intrinsically motivated and eager to take up new challenges and foster continual improvement.
Able to work with minimal supervision and handle situations with maturity.
Ability to motivate people for results
Intellectual curiosity and exceptional analytical skills
Willing to work on rotational shifts and be available on weekends for on-call support (as necessary).
High degrees of integrity and ownership.
Required Skills
Highly independent and self-directed individual capable of working with minimal supervision.
Able to coordinate a team of people in multicultural environment, including IT providers, EMPOWER IT technical teams, as well as associates from business areas
Excellent interpersonal, organizational and customer services skills with ability to communicate effectively with both technical and non-technical stakeholders.
Strong problem-solving skills
Sense of urgency
Strong organizational skills with the ability to manage multiple tasks simultaneously
Excellent verbal and written communication skills (English)
Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive level management
The ability to communicate confidently and clearly on conference calls, in meetings and via email, at all levels of the organization is essential.
Customer focus and ownership, use of own initiative and a proactive approach to work
Familiar knowledge of ITIL processes
Experience in Incident/Problem Management platforms such as ServiceNow
Experience in managing escalations in crisis situation
Background and experience in one or many of the IT domains below is beneficial:
Network (WAN, LAN, WLAN, Proxy, Firewall, VoIP)
Data Center (Wintel, Unix, Storage,)
Cybersecurity
Databases
Cloud Services
Enterprise Data Warehouse
Experience
A Degree in Computer Engineering, Computer Science from recognized university or equivalent related technical certifications with professional experience.
At least 1 year of relevant working experience in Incident/Problem Management in complex technology environments
Strong knowledge of IT concepts, strategies, and methodologies as well as of business functions and operations
Exceptional knowledge of Process and IT service management concepts such as ITIL and ITSM
Knowledge of waste mitigation such as Lean Six Sigma a plus.
Education / Certification /Training
Minimum
ITIL foundation certification or ITIL intermediate qualification (Service Operation / Operational Support & Analysis)
Preferred
A Degree in Computer Engineering, Computer Science from recognized university or equivalent related technical certifications with professional experience.
Job Particulars
Role it software engineer
Education BCA, BE/B.Tech, Other Course
Who can apply Freshers and Experienced (0 to 3 Years )
Hiring Process Face to Face Interview
Employment TypeFull Time
Job Id1073609
Job Category IT/Software , BSc/BCA/BBM
Locality Address
State Karnataka
Country India
About Company
Empower Retirement
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