Associate ITSM Analyst-1

Overview

Associate ITSM Analyst focused on ensuring the quality and integrity of the enterprise incident management process, leading incidents to swift resolution, and supporting ITIL governance across the IT service organization.

What you'll do

• Oversee and lead the incident management process to resolution swiftly, reducing the impact and duration of all incidents.
• Log and categorize recurring incidents and improve the incident management process.
• Develop and define key performance indicators for the ITIL process area.
• Assist other ITIL process managers, such as change and problem, in achieving performance standards for their assigned process areas.
• Ensure all support engineers adhere to ITIL best practices as part of overall governance of the IT service organization.
• Participate as a major incident manager for critical incidents within an on-call rotation, reducing the impact and severity of business-impacting incidents.

What you'll need

• Experience with the ITSM framework.

Details

• Participation in an on-call rotation for critical incidents.
• Location: Accendra India.