Job Summary
Job Responsibilities : • Manage the incident lifecycle, ensuring timely triage, assignment, escalation, and closure of incidents. • Coordinate and support Major Incident Management (P1/P2) activities, including bridge management, stakeholder communication, and status updates. • Drive adherence to Incident, Major Incident, and Change Management processes and governance standards. • Facilitate incident reviews, RCA tracking, and follow-up actions to prevent recurring issues. • Support Change Management activities, including change validation, impact assessment, risk reviews, and change approvals. • Participate in CAB/CRB meetings and maintain change schedules and documentation. • Monitor SLA/KPI compliance, including MTTR, incident backlog, change success rate, and incident reopen rates. • Coordinate with support teams, vendors, and business stakeholders during critical service disruptions. • Maintain and improve knowledge base articles, SOPs, and operational runbooks.
Key Responsibilities
Job Summary : The CFS (Cross Functional Services) L2 Analyst is responsible for managing Incident Management, Major Incident Management (MIM), and Change Management processes in an enterprise IT environment. The role focuses on driving service restoration, coordinating stakeholders during major incidents, ensuring process compliance, facilitating change governance activities, and contributing to service improvements in alignment with ITIL best practices.
Skill Requirements
Skill Requirement : Experience and Skill Requirements • 3–6 years of experience in IT Service Management, Service Desk, Command Center, or Operations Support environments.
SKILL 1 ITIL
SKILL 2 CLUSTER INCIDENT MANAGEMENT
• Strong understanding of ITIL Incident, Major Incident, Problem, and Change Management processes. • Experience in handling P1/P2 incidents and coordinating cross-functional technical teams. • Hands-on experience with ServiceNow or similar ITSM platforms. • Knowledge of SLA/KPI reporting, RCA methodologies, and service governance. • Strong communication, stakeholder management, and coordination skills. • Ability to work in 24x7 support environments and manage multiple priorities during critical situations. • Experience in change governance, CAB participation, and change risk assessment.
Other Requirements
Job Summary : The CFS (Cross Functional Services) L2 Analyst is responsible for managing Incident Management, Major Incident Management (MIM), and Change Management processes in an enterprise IT environment. The role focuses on driving service restoration, coordinating stakeholders during major incidents, ensuring process compliance, facilitating change governance activities, and contributing to service improvements in alignment with ITIL best practices.