Information Technology Service Management Analyst

Role - IT Service Management Analyst\n\nRequired Technical Skill Set - experience in inbound customer service environment/ Service Management\n\nDesired Experience Range - 3 to 5 years\n\nLocation of Requirement - Delhi NCR/Nagpur\n\nMust Have\nStrong problem-solving abilities with inter team collaboration\nStrong oral and written communication skills, with the ability to effectively communicate to a variety of audiences.\nIncident Coordination\nLead and manage major incidents from detection to resolution.\nEnsure rapid assessment, prioritization, and escalation of incidents.\nAct as the primary point of contact during major incidents.\nProvide timely and accurate updates to stakeholders, including senior leadership.\nFacilitate incident review calls and post-incident reports.\nRoot Cause Analysis & Reporting\nDrive post-incident reviews and ensure root cause analysis is completed.\nDocument lessons learned and recommended preventive measures.\n\nGood To have-\nGood to have management of Change and Problem\nGood understanding of computer systems, mobile devices, and other tech products.\nProcess Compliance & Improvement\nEnsure adherence to ITIL Major Incident Management processes.\nIdentify opportunities for process improvement and implement best practices.\nWork closely with technical teams, vendors, and business units to resolve incidents.\nCoordinate with Problem Management for long-term fixes.\n\nKey Responsibilities-\nIncident Coordination:\nLead and manage major incidents from detection to resolution.\nEnsure rapid assessment, prioritization, and escalation of incidents.\nCommunication Management:\nAct as the primary point of contact during major incidents.\nProvide timely and accurate updates to stakeholders, including senior leadership.\nFacilitate incident review calls and post-incident reports.\nRoot Cause Analysis & Reporting:\nDrive post-incident reviews and ensure root cause analysis is completed.\nDocument lessons learned and recommended preventive measures.\nExcellent analytical and problem-solving skills\nStrong communication and documentation abilities\nLeadership and mentoring mindset