Lead Service Analyst

PROFESSIONAL SUMMARY

Position refers to the coordination and reporting of all activities related to the Incident and Problem Management (ITIL processes) in GTE .

Incident Manager:

• Responsible of IT Incident Management Process
• Ensures the efficiency and effectiveness of the Incident Management Process in alignment with ITIL framework
• Manages the high and critical incidents, coordinates their resolution and prepares the communication plan during the incident

• Acts as the escalation point for unresolved production technical incidents that exceeded the agreed resolution timeframe

• Ensures timely and accurate reporting for Incident management Process (production KPIs)

• Monitors and reports the progress and implementation of action plan (corrective measures) identified in post mortem reports, ensuring timely resolution and follow-up

• Maintains and continuously improves the process, ensuring it is properly configured and implemented in the supporting ITSM tools

• Ensures and supervises the reporting

• Represents Incident Management activities both internally and externally.

In case of critical and high incidents, may coordinate cross-functional teams composed of multiple actors from various internal BRD entities and external , and assures the reporting to top management.

Problem Manager:

• Responsible of IT Problem Management Process
• Ensures the efficiency and effectiveness of the Problem Management Process in alignment with ITIL framework

• Organizes and leads the Technical Production Incidents committee (COSIP)

• Monitors and reports the progress of the problems solving
• Assures the communication within all problem management stakeholders
• Maintains and continuously improves the process, ensuring it is properly configured and implemented in the supporting ITSM tools

• Ensures and supervises the reporting

• Represents Problem Management activities both internally and externally.

Others:

• Prepares and publishes the incidents dashboards

Ensures the collecting and providing the information requested in internal and external audit missions.

Work Schedule: Monday-Friday 5.30 Am to 6pm IST / 24x7 on-call in case of major incidents

CORE COMPETENCIES

• Incident Management: Expertise in managing and resolving critical incidents to minimize downtime and impact on business operations.
• IT Infrastructure Knowledge: Solid understanding of network architecture, servers, databases, cloud platforms, virtualization, and monitoring systems.
• ITIL Framework: Advanced understanding of ITIL processes, including Incident, Problem, and Change Management.
• Bilingual Communication: Fluent in French and English, adept at managing stakeholder communication in bilingual environments.
• Collaboration: Skilled at coordinating cross-functional and multicultural teams to ensure seamless issue resolution.
• Reporting & Analysis: Adept at preparing RCA reports and trend analysis for management insights.

• Adaptability, flexibility and availability in case of emergency
• Resilience and stress tolerance
• Proactive and results oriented, strong analytical and problem-solving skills
• Leadership and coordination abilities
• Excellent communication and interpersonal skills
• Customer-focused mindset
• Quick learner with the ability to rapidly assimilate new knowledge, technologies, and processes
• Good knowledge of IT systems and architectures.