Incident Analyst
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NEC SWS is hiring Incident Analyst professionals for Mumbai Airoli location.
Experience : 3 to 6 years
The successful candidate will be responsible for:
- Managing and owning Major Incidents as and when they are reported following the Major Incident process.
- Communicating Major Incident information to all internal and external stakeholders via email & SMS throughout the Major Incident lifecycle.
- Organising and running of conference calls and technical bridges with multiple parties during Major Incident activities.
- Completion of the Major Incident Dashboard tracker throughout the Major Incident lifecycle to allow stakeholders visibility of live Major Incidents as well as accurate data to perform trend analysis upon.
- Organising and running of Post Incident Review calls post-Major Incident resolution.
- Completion and distribution of Major Incident Reports within expected SLA deadlines.
- Completion of any training assigned to you by the set deadline (providing and receiving).
- Escalation of any personnel or procedural issues to the appropriate sponsor in a timely and appropriate manner.
- Detailed handover of live Major Incidents to the next responsible Incident Analyst at shift end.
- Support the analysis of incident case flows volumes working with all teams to increase case handling efficiencies
- Champion the adherence to the Major Incident process during live Major Incidents.
- Contributing to and supporting the service improvement programme.
The Incident Analyst will also be responsible for the following against an assigned account:
- Ensuring the account Incident and Major Incident process and appendix documents are regularly reviewed in accordance with internal NPS Policies.
- Ensuring any ad-hoc updates to process documents and appendix documents including scopes, distribution lists and escalation matrices are completed and maintained.
- Completion and distribution of monthly account level Major Incident reporting within deadline expectations.
- Attendance of any problem conference calls where required.
- Attendance any TCAB & CAB calls when requested.
- Build and maintain an effective communication rapport with the Customer Service Manager of your account.
- Be the first point of contact for questions regarding your account
- Attend the Major Incident weekly team call providing provide weekly updates and stats for your account and own activity.
Qualifications
Essential
- Ability to make decisions and take ownership
- Ability to work under pressure
- Self-motivated
- Excellent interpersonal and communication skills
- Experience in Incident Management.
- Knowledge of ITIL functions
- Excellent spelling and grammatical skills
- Ability to influence, shape and manage processes
- Flexibility in approach
- Experience using incident logging tools
Desirable
- Previous experience working within an Incident Management/Major Incident Management Team
- Previous working experience within in first/second line support
- ITIL Foundation Accreditation (v3 or v4)
- Experience in other Service Management processes
Advanced knowledge of MS Excel / Gsheets
Qualifications, work experience:
Essential
- Excellent interpersonal and communication skills
- Self-motivated
- Ability to influence, shape and manage change
- Flexibility in approach
- Ability to work under pressure
- Ability to make decisions and take ownership
- ITIL Foundation Accreditation
- Experience using incident logging tools
- Experience in Incidents Management.
Desirable
- ITIL Practitioner - Incident Management