Analyst, IT Service Operations

Analyst, IT Service Operations

04 Jan
|
Varite India
|
Bengaluru

04 Jan

Varite India

Bengaluru

REPONSIBILITIES



- Troubleshoots low-to-moderate technical problems within acceptable service levels, often with assistance from teammates

- Communicates primarily within functional teams to provide problem resolution updates

- Strives to understand and leverages technical and incident communication structure

- Utilizes internal resources and teammates to investigate technology and comprehend procedures

- Monitors and reacts to output from tools and monitoring systems and applies information to outages and process improvement projects

- Reviews and analyzes company-specific and industry knowledge to build knowledge base; may contribute to documentation and knowledge bases

- Works on tasks that are single-threaded,





may work on multiple incidents or projects simultaneously depending on complexity

- Typically receives confirmation from more senior team members to move forward with complex system changes

- May assist in problem recreation and root-cause analysis with senior staff

- Adheres to standards, documented procedures, and technical improvements that are already established and implemented

- Properly escalates more complex instances to more senior team members



Job Description:



Detailed Job Description & Roles and Responsibilities



- Act as primary point of contact for monitoring all alerts generating from Virtustream commercial sector monitoring system, incident creation and coordination

- Responsible for performing basic validation steps, creating incidents before escalating to next level.

- Ensure that defined processes and procedures are being followed both in terms of horizontal and Vertical Escalation.

- Responsible for Day to Day operations of as per the Eyes on glass team activity matrix.







- Work closely with L2 / ROCC Teams on any Critical / High Priority Incidents.

- Responsible for communicating & coordinating with all key stakeholders on any critical outage as and when needed.



Mandatory Skills



- Should have basic understanding of Application (SAP), OS, DB and Infrastructure i.e. Network/Storage/Backup technology.

- Good understanding of ITIL Framework on Incident & Event Management Process (Preferable).

- Hands on experience on any of the ITSM Ticketing Tool (Preferable).

- Good communication and written English



Mandatory skills : Incident Management, ServiceNow, Monitoring tools, Excellent communication



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