Service Management Centre Analyst

Description

We are looking for a Service Management Centre Analyst to serve as a central coordination point during production incidents and service disruptions. This role is focused on incident coordination, communication, escalation management, and service restoration rather than hands-on technical troubleshooting.

Key Responsibilities:

· Act as the central coordination point during production incidents and service disruptions.

· Lead and facilitate major incident bridge calls involving technical and business stakeholders.

· Coordinate technical teams and drive restoration activities through incident resolution.

· Assess business impact and ensure appropriate escalation of critical issues.

· Maintain situational awareness throughout the incident lifecycle.

· Deliver timely and effective incident communications to stakeholders.

· Monitor the health and performance of business-critical applications and services.

· Analyze events, alerts, and operational data to identify service-impacting issues.

· Coordinate proactive actions to minimize service disruptions and prevent incidents.

· Support operations across hybrid-cloud and on-premises environments.

· Support Incident, Event, Change, Problem, and Major Incident Management processes.

· Maintain accurate and complete records within Service Now.

· Ensure adherence to ITIL-based service management practices.

· Promote operational excellence through process consistency and discipline.

· Facilitate Root Cause Analysis (RCA) activities following major incidents.

· Coordinate post-incident reviews and corrective action planning.

· Identify recurring issues, trends, and opportunities for process improvement.

· Drive accountability for long-term resolutions and preventative measures.

· Contribute to automation, operational maturity, and service improvement initiatives.

Requirements

Core

Qualifications:

· Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.

· Experience coordinating Major Incidents, Incident Management activities, or Production Support operations.

· Strong understanding of ITIL service management processes, including Incident, Problem, Change, and Major Incident Management.

· Experience facilitating incident bridges and coordinating cross-functional technical teams.

· Demonstrated ability to manage communications and escalations during high-pressure operational incidents.

· Experience using Service Now or comparable ITSM platforms.

· Excellent verbal and written communication skills with the ability to interact effectively with technical and business stakeholders.

· Ability to assess business impact, prioritize incidents, and drive service restoration efforts.

· Experience working within 24x7 production support, service operations, or command center environments.

· Strong analytical, organizational, and problem-solving skills.

Preferred Qualifications:

· Experience leading Major Incident Management activities within enterprise environments.

· Experience with Problem Management and Root Cause Analysis (RCA) methodologies.

· Background working in Service Operations, Enterprise Command Centers, or Operational Command Centers.

· Knowledge of cloud platforms and hybrid infrastructure environments.

· Familiarity with event management and monitoring tools.

· Working knowledge of Windows, Linux, and networking fundamentals.

· Experience driving continuous service improvement initiatives.

· ITIL Foundation or advanced ITIL certifications.

· Experience contributing to automation efforts that improve operational efficiency.

· Ability to influence stakeholders and drive outcomes without direct authority.

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