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