Incident and Problem Management Senior Analyst

Location: Mohali

City :  Mohali  State :  Punjab (IN-PB)  Country :  India (IN)  

Requisition Number :  45845

Job Description

DRAFDRT

Business

Title:

Sr Information Technology Analyst Document Code:

Global Function:

Job Mission   (Aspirational statement about the purpose of the job and why it exists):

Responsible for the technical guidance, support and administration of the IT infrastructure in its designated area - Data Center or Network or Services to End Users , keeping it in uninterrupted operation (24x7) to the users of the resources , through the implementation of systems and methodologies according to the established needs, as well as development and monitoring in the identification, analysis and diagnosis of possible operating irregularities that may interrupt and compromise the progress of the processes and also, provide technical support and ensure their availability (networks, servers, links and other related), executing the planning, installations, implementations and maintenance of the related environments, aiming at the continuity of operations with the availability and integrity of the available technological systems.

Brief Description of the Position -   (Brief description of the activities of the position, in a succinct way, with the use of verbs in the impersonal infinitive):

Technically lead and guide in maintaining the availability of infrastructure for the company. Monitor, control and ensure the response of calls and open incidents received. Maintain the quality of the services provided, seeking the root cause of the problems. Monitor and control the development of new projects and improvements that require IT infrastructure. Guide user support activities in equipment and connectivity.

Participate in studies and proposals for the acquisition of infrastructure resources. Guide users in the use of new systems and/or updates. Develop and implement routines aimed at improving the operation. Detect and address vulnerabilities in company networks, servers, and applications.

Activities and Responsibilities   (Detailed description of the activities of the position):

Technically lead and guide in maintaining the availability of infrastructure for the company, through the analysis of any incidents and process control, forwarding and prioritizing solutions to reestablish services on time, seeking to ensure the provision of stable and uninterrupted services (24x7).
Monitor, control and ensure the service of open calls and incidents received, analyzing the indicators of waiting time of employees, resolution time, criticality or complexity involved, defining service priorities, passing on the activities to be fulfilled, as well as contacting and monitoring the service with those involved internally and externally (suppliers) according to established SLAs.
Maintain the quality of the services provided, seeking the root cause of the problems regardless of the area and always focusing on the customer, aligned with internal processes, aiming at agility in the response to calls, following the established guidelines and processes.
Monitor and control the development of new projects and improvements that require IT infrastructure, interacting with those involved, seeking appropriate solutions and using methodologies with the best market practices, meeting business needs, deadlines, costs and quality.
Guide in the activities of support to users in equipment and connectivity, by monitoring the needs presented daily, monitoring the solution, service and correction of any deviations, aiming at maintaining activities according to established agreements and satisfaction of the company's customers.
Participate in the realization of studies and proposals for the acquisition of viable infrastructure resources for the company and for the business, through the identification of suppliers and alternatives compatible with the technological need;
Validate the development for each project with the updated environment documentation, in order to ensure efficient and safe management and ensuring a quick restoration of the environment in the event of incidents.
Follow the technological evolution of IT applications, as well as the best market practices, keeping up to date and evaluating possible implementations for the company.
Guide users in the use of new systems and/or updates, through the preparation of usage material, training and clarification of doubts, aiming to optimize the use and operation of equipment, systems and applications.
Develop and implement routines aimed at improving the operation, observing safety procedures and monitoring the performance of installed resources and the standardization of technical applications.
Map and evaluate the risk environments associated with the use of information technology infrastructure, being permanently aware of changes in internal and external environments, monitoring of occurrences, new technologies and other related issues.
Detect and treat vulnerabilities in the company's networks, servers and applications,…