Analyst - Incident Management ( SM2 )

Microland; Bengaluru; On-site; INR 400,000 - 540,000; Full time

Job summary

Microland is seeking professionals with ITIL Incident Management and ITSM expertise to support service desk operations and IT infrastructure management. The role emphasizes incident handling, adherence to SOPs, and collaboration with stakeholders for timely resolution.

The ideal candidate should understand service continuity plans, IT security guidelines, and relationship management with customers and vendors. Bengaluru-based opportunities with on-site work are expected.

Qualifications

• Education: Any Graduate.
• Knowledge of ITIL Incident Management, IT Service Continuity, IT Security, and Vendor Management.

Skills

Behavioral

Functional IT Operations

ITIL Incident Management

Behavioral

IT Service Management / Service Desk

Microland Skills / Customer Centricity

Education

Any Graduate

Job description

Education Qualification

Any Graduate

Skills

• Primary -> Behavioral | Aptitude|Tasks Related Skills | 1 - Aware
• Primary -> Functional | IT Operation Management/Process | 2 - Knowledgeable
• Primary -> Technology | ITIL - Incident Management | 2 - Knowledgeable

Skills

• Secondary -> Behavioral | Aptitude|Tasks Related Skills | 1 - Aware
• Secondary -> Process | IT Service Management|Service Desk | 1 - Aware
• Secondary -> Behavioral | Microland Skills|Customer Centricity | 3 - Experienced

Certification

Technology | IT Service Management Certifications|ITIL Intermediate Certificate||

Service Desk _Differentiate between Incident and Service Request ; record in the system _Resolve issues / fulfill requests by following SOP _Allocate to right resolver group ;; work with stakeholders concerned till logical closure _Operate service management tool for effective usage Incident Management (IM) _; Comply with steps such as Investigate, Diagnose, Record, Communicate; _Run Incident Management functional responsibilities such as bridge, communication updates _Drive towards service restoration within agreed SLA monitor adherence in terms of timeline and accuracy _Analytics for effectiveness and completion in tuning and implementation _Work with other processes ( IM, PM, CM, RM, AM etc.) for effective and efficient implementation of the CM Process ITSCM (Information Technology Service Continuity Management) _Developing deliverables ; generate reports _Develop ; implement procedures SLA management _Provide defined reports from the system on time _Identify what is within SLA ; what has breached IT Security Management _Understand IT security guidelines ; provide defined report from the system; Vendor Management (VM) _Understand the defined VM Process and supporting procedure and work Instructions to ensure proper call triage with vendors for logging calls ; schedules for onsite/ remote intervention, _Communicate on the changes to logged cases, notifications received on product recommendations ; elevate when necessary Business Relationship Management _Provide all required inputs for preparation of reports and presentations for Service Reviews _Interact with customer on specific customer complains to understand the issue and derive corrective/preventive actions Technical Skills IT Infrastructure Management (A) Incident Management (A) IT Service Continuity Management (ITSCM) (A) Service Level Management; (A) IT Security Management (A) Vendor Management (A) Business Relationship Management

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