Analyst I, Systems Operations

ICE; Maharashtra; On-site; INR 900,000 - 1,300,000; Full time

Job summary

ICE in Maharashtra, India is seeking an Incident Management Coordinator to oversee 24x7 support for change, incident, and problem management across production and disaster recovery environments.

You will coordinate across data centers, respond rapidly to incidents, and liaise with business and tech teams to minimize downtime while driving process improvements and escalation handling.

Qualifications

• Bachelor's degree in computer science, information systems or related discipline preferred.
• 2–4 years of experience as Incident Management/Coordinator.
• Strong knowledge of ServiceNow change, incident and problem management principles.
• Solid ITIL knowledge and best practices in IT industry.
• Strong issue resolution and escalation skills.
• Broad knowledge of IT infrastructure.
• Excellent written and verbal communication skills.
• Ability to manage multiple tasks and priorities.

Responsibilities

• Manages alerts and incidents across data center environments to protect production and DR systems.
• Provides immediate response and coordination to minimize service interruptions.
• Make decisions on real-time incident resolution and escalation updates for executive and management.
• Acts as liaison between business and technology teams for high severity incidents.
• Contributes to updates of departmental standards and procedures.
• Advises on integration and correlation of change, incident management processes.
• Ensures rapid response to major incidents and continuous process improvement.
• Performs related duties as assigned.

Skills

Incident management

Coordination

ITIL

ServiceNow

Communication

Problem solving

Stakeholder management

Education

Bachelor's degree in CS/IS

Tools

ServiceNow

Job description

Job Purpose

Coordinates incident activities across the entire enterprise and takes responsibility for the effective functioning of these processes across all the organization. Provides 24x7 support for all change, incident and problem management as it relates to production and disaster recovery environments.

Job Purpose

Coordinates incident activities across the entire enterprise and takes responsibility for the effective functioning of these processes across all the organization. Provides 24x7 support for all change, incident and problem management as it relates to production and disaster recovery environments.

Responsibilities

• Manages alerts and incidents across multiple data center environments to protect production and disaster recovery systems critical to business success.
• Provides immediate response and coordination aimed at minimizing the duration of service interruptions.
• Make decisions regarding real-time incident resolution activities and select client situations for executive and management of escalation updates.
• Acts as a liaison between the business and technology teams for high severity incidents and escalates as appropriate.
• Recommendations and documents about departmental standards and procedures.
• Consults with other teams on proper integration and correlation of the change, incident management process, and their respective areas.
• Ensures effective and rapid response to major incidents.
• Reviews and recommendations, as appropriate, changes to support processes to ensure continuous improvement of the incident and problem management process.
• Performs other related duties as assigned.

Knowledge And Experience

• A bachelor's degree in computer science, Information Systems or other related discipline is preferred
• With 2 to 4 Years of Experience as Incident Management/ Coordinator
• Considerable knowledge of Service Now change incident and problem management principles, procedures and techniques
• Considerable knowledge of standards and best practices relevant to the information technology industry (e.g. ITIL)
• Strong knowledge of issue resolution and escalation practices
• Broad knowledge of IT infrastructure
• Ability to apply analysis and creative thinking when solving problems and conflict
• Ability to provide acute attention to detail
• Ability to communicate effectively to all levels within the organization
• Ability to manage multiple tasks simultaneously
• Independent and collaborative decision-making ability within specified parameters
• Skilled at identifying and implementing process improvements
• Ability to effectively establish and maintain relationships across the organization
• Excellent written and verbal communication skills
• Ability to organize tasks and priorities effectively and under minimal supervision