IT Incident Analyst, MNC Finance, Mumbai

Accountabilities/Responsibilities
To accurately assess the impact of any IT incident on the business and manage it through to recovery.
Ensuring communication and escalation are effectively managed as part of this. Will lead all Mumbai based incidents.
To contribute to the overall availability & reliability of Services delivered in the achievement of SLA targets.
Manage high severity incidents or lower severity incidents, where deemed necessary, during normal working hours and when on standby, until resolution.
Manage ad-hoc assigned tasks / problems through to completion / resolution
Ensure correct resources are obtained to assist in investigation/resolution of the incident and where there are issues, escalate to Domain senior management
Clear, concise and effective communication regularly with affected business areas and escalate issues to Senior Management during and after incident recovery.
Ensure the associated incident record in Service Now is maintained accurately throughout investigation until service is recovered.
Liaise closely with affected business areas to agree, accurately assess and record impact of the incident.
Maintain an understanding of Service Lines v/s Business Users and maintain the knowledge base to ensure most effective communication and impact assessment is applied.
Provide support and share knowledge with IM’s in other locations – working as a team
Build effective relationships with Operation Managers and the business to maintain understanding of the impact of incidents affecting the key service lines
Facilitate Knowledge Transfer or similar sessions where a resolution is not forthcoming to move the incident forward thereby supporting others in listening, understanding and resolving service challenges
KNOWLEDGE AND SKILLS
Job will be office based
May need to travel between locations.Out of
Out of hours standby cover will be required.
Service Management tool or other knowledge
Customer service skills
Knowledge of the Service Management framework & processes
Trained/or working towards accreditation in ITIL(IT Infrastructure Library) best practice processes
Detailed knowledge of one relevant technical area or a broader knowledge of a number
Commercial awareness
Strong facilitation & influencing skills