Analyst, IT Service Management [T500-30176]

ANSR; Hyderabad; On-site; INR 900,000 - 1,300,000; Full time

Job summary

American Airlines operates a Tech Hub in Hyderabad, India, delivering digital products for customers and team members worldwide. This role focuses on IT Service Management, incident and problem management, and process improvements within a dynamic technology environment.

Join a global airline’s technology team and contribute to the continuous delivery of reliable IT services, with rotation shifts and opportunities to work with cross-functional partners to optimize incident handling and service

Qualifications

• Bachelor’s degree or equivalent experience.
• 3+ years of incident, problem and/or change management with process improvement.
• Strong knowledge of ITIL processes and project management experience.
• Extensive background in measurements of IT, services, deliverables and inputs.

Responsibilities

• Drive the efficiency and effectiveness of IT Service Management processes.
• Produce management information, including KPIs and reports.
• Monitor the effectiveness of IT Service Management and make recommendations for improvement.
• Develop and maintain the IT Service Management system.
• Update/add new users and/or groups.
• Drive, develop, manage and maintain the major incident process and procedures.
• Review and audit the process.
• Ensure that all IT teams follow the incident management process for every incident.
• Onboard new applications/customers onto the Incident Management process.
• Work with IT and business partners to gather and review business requirements for process and tool improvements.
• Develop, deploy and maintain ITSM processes, procedures and templates.
• Develop training for end users as needed.
• Develop continuous improvement mechanisms and turn feedback into the backlog.
• Develop strategies for implementation and continuous improvement of process projects.
• Coach on Change, Incident, and Problem management.

Skills

ITIL processes

Analytical thinking

Problem solving

Decision making

Independent work

Education

Bachelor’s degree or equivalent experience

Tools

ITSM tools

Cloud platforms (AWS/Azure/Google)

Job description

To Care for People on Life's Journey®. Together with our American Eagle regional partners, we offer thousands of flights daily to more than 350 destinations in more than 60 countries. American Airlines is transforming the way it delivers technology to its customers and team members worldwide. American’s Tech Hub in Hyderabad, India, is our latest technology office location and home to team members who drive technical innovation and engineer unrivalled digital products to best serve American’s customers and team

members. With U.S. tech hubs in Dallas-Fort Worth, Texas and Phoenix, Arizona, our new team in Hyderabad, India enables better support of our 24/7 operation and positions American to deliver industry-leading technology solutions that create a world-class customer experience.

Intro:

Are you ready to explore a world of possibilities, both at work and during your time off Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

What you'll do:

As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced.

Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

• Drive the efficiency and effectiveness of the IT Service Management processes.
• Produce management information, including KPIs and reports.
• Monitor the effectiveness of IT Service Management and making recommendations for improvement.
• Develop and maintain the IT Service Management system.
• Update/Add new users and or groups.
• Drive, develop, manage and maintain the major incident process and associated procedures.
• Review and audit the process.
• Ensure that all IT teams follow the incident management process for every incident.
• Onboard new applications/customers onto the Incident Management process
• Work with IT and their business partners to gather and review business requirements for process and tool improvements.
• Develop, deploy and maintain ITSM processes, procedures and templates
• When needed develop and/or facilitate and/or support training for end user
• Develop continuous improvement mechanism to collect feedback from all team members and turn the feedback into the improvement backlog.
• Develop strategies for the implementation and continuous improvement of process implementation projects Work with IT teams to teach, coach, and mentor on Change Management, Incident Management, and Problem Management
• Communicate expectations and standards to IT and business partners on Change, Incident and Problem management processes and policies.
• Develop internal improvement strategies for the supported teams.
• Report back to central team on progress of teams and identified needs in the supported IT organizations.
• Comfortable working in rotational shifts (Follow the sun model) and willingness to work on weekends and during company / public holidays on a rotational shift basis.

All you'll need for success:

Minimum Qualifications- Education & Prior Job Experience:

• Bachelor’s degree or equivalent experience.
• 3+ years of relevant experience with Incident, Problem and/or Change Management as well as process improvement in a technology organization, or an equivalent combination of education and experience both within a process area and IT Service Management tools.
• Must have a strong knowledge of ITIL processes and project management experience.
• Extensive background in measurements of IT, services, deliverables and inputs

Preferred Qualifications- Education & Prior Job Experience:

• 3+ years of relevant experience with Incident, Problem and/or Change Management as well as process improvement in a technology organization, or an equivalent combination of education and experience both within a process area and IT Service Management tools.
• Ability to remain flexible and adapt to changing priorities with promptness, efficiency and ease.

Skills, Licenses & Certifications:

• Possess proficient analytical, problem solving and decision-making skill.
• Proficient relationship building skills, including the capacity to predict and manage behavior, build and leverage cross-functional partnerships within and outside of the organization, and leverage influential leadership.
• Strong ability to work independently and manage one’s time.
• Familiarity with networks, servers, databases and cloud infrastructure (AWS, Azure or google) cloud.
• Advanced knowledge of Operating systems, computer software, Excel, Word, PowerPoint (Required)