Job Summary

 Job Summary Proactive approach to monitoring critical dashboards to report on critical alerts and guide all stakeholders to work together seamlessly and manage business critical incidents regardless of cause, size, location or complexity in order to mitigate business outage/impact. High collaboration and partnership is key to this role. The applicant should have strong understanding of the incident management process(as per ITIL standards) and handling major incident bridge calls. This position will act as an incident commander on major incident bridge calls and will be responsible and accountable to drive major incidents to resolution within the defined SLA\'s (Service Level Agreements). This highly visible role will interface with senior leaders in business. Analyst will also be responsible for resolving incoming telephone / email requests for technical assistance on standard commercial and proprietary applications. Documenting recommendations for troubleshooting and assuring issues gets resolved within the SLA. Analyst has to be knowledgeable of technical issues impacting organization and quality standards, and reporting requirements are core competencies of the position.

Key Responsibilities

 Job Requirment: This role demands to be available 24*7 for business-critical incidents, work in shifts. To independently resolve tickets within agreed SLA of ticket volume and time. Must be agreeable to work a flexible schedule to meet the needs of the business, including holiday, evening, overnight and weekend shifts As an incident commander you will be responsible for driving high-severity, high-visibility severity calls to closure within the defined SLAs. Based on the severity of the issue, which may be revenue - impacting, you will be required to engage with executives, vendors, Tier II Operations teams, and other product teams during the call. As a scribe you will be responsible for maintaining timeline of key events during a major incident. Documenting actions and keeping track of any follow up items that will need to be addressed. Monitor operational dashboards and alert the Product teams for action. Drive urgency based on application criticality. Assesses risk and manages activities affecting the production environment and client facing application availability. Deep understanding of Problem Management (as per ITIL framework) to capture CAPA. Principal Responsibilities: (Essential Functions) Exposure in handling and engaging vendors and vendor management Exposure to incident management process for cloud hosted applications environment Excellent verbal and written communications and the ability to work well with business and technical teams Event response experience with one or more ability to manage multiple activities at one time in a high-pressure environment Strength in building partnerships; working collaboratively with a variety of skills and levels Strong problem solving/analytical skills and strength in driving for business outcomes and results Strong technical, written, analytical and verbal communication skills Proven ability to prioritize, multi-task and adaptable to changing requirements and direction Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive level management. Knowledge Proactively seek and possess business acumen for all clients supported Maintain technical proficiency in all applications utilized by clients supported Participate in all company organized training events Contribute current technical information and best practices concerning proprietary applications to the C3i Reference Library or other knowledge distribution channel Organize and utilize all support resources provided including emails, documentation, contact lists, etc. Assist in the mentoring of Level I Analysts Backup role Be familiar with HD Supervisor functions and assume Supervisory responsibility in their absence

Skill Requirements

Job Requirements Skills Excellent verbal and written communication skills Strong interpersonal skills Basic understanding on platforms such as VMware, Networking, Linux & Unix, Windows Servers, Database, etc Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario Understanding of reactive case lifecycle and troubleshooting methodology with good understanding on applications such as ServiceNow, xMatters & Moogsoft. Education A Bachelor\'s degree in Business, Economics, Mathematics, Information Systems, Computer Science, or equivalent degree or work experience with ITIL Certified or equivalent Proficiency with ITSM tools like Service Now, Pager Duty, ITIL, IT Operations and Incident management

Other Requirements

Working Relationships Maintain inter-department relationships to resolve client issues Effectively communicate with both internal and external clients Develop communication and working relationship with HD Supervisor Mentor Level I Analysts in their technical skill set