Analyst - Incident Management ( SM2 )

":" Education Qualification :
Any Graduate

Skills :
Primary -> Behavioral | Aptitude|Tasks Related Skills | 1 - Aware
Primary -> Functional | IT Operation Management/Process | 2 - Knowledgeable
Primary -> Technology | ITIL - Incident Management | 2 - Knowledgeable

Skills :
Secondary -> Behavioral | Aptitude|Tasks Related Skills | 1 - Aware
Secondary -> Process | IT Service Management|Service Desk | 1 - Aware
Secondary -> Behavioral | Microland Skills|Customer Centricity | 3 - Experienced

Certification :
Technology | IT Service Management Certifications|ITIL Intermediate Certificate||

Service Desk _Differentiate between Incident and Service Request ; record in the system _Resolve issues / fulfill requests by following SOP _Allocate to right resolver group ;; work with stakeholders concerned till logical closure _Operate service management tool for effective usage Incident Management (IM) _; Comply with steps such as Investigate, Diagnose, Record, Communicate; _Run Incident Management functional responsibilities such as bridge, communication updates _Drive towards service restoration within agreed SLA monitor adherence in terms of timeline and accuracy _Analytics for effectiveness and completion in tuning and implementation _Work with other processes ( IM, PM, CM, RM, AM etc.) for effective and efficient implementation of the CM Process ITSCM (Information Technology Service Continuity Management) _Developing deliverables ; generate reports _Develop ; implement procedures SLA management _Provide defined reports from the system on time _Identify what is within SLA ; what has breached IT Security Management _Understand IT security guidelines ; provide defined report from the system; Vendor Management (VM) _Understand the defined VM Process and supporting procedure and work Instructions to ensure proper call triage with vendors for logging calls ; schedules for onsite/ remote intervention, _Communicate on the changes to logged cases, notifications received on product recommendations ; escalate when necessary Business Relationship Management _Provide all required inputs for preparation of reports and presentations for Service Reviews _Interact with customer on specific customer complains to understand the issue and derive corrective/preventive actions Technical Skills IT Infrastructure Management (A) Incident Management (A) IT Service Continuity Management (ITSCM) (A) Service Level Management; (A) IT Security Management (A) Vendor Management (A) Business Relationship Management" , "endtDate":null , "qualification":null , "companyId":15429 , "