Bread Financial - Senior Analyst - IT Incident & Problem Management

Bread Financial; Bengaluru Urban; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Bread Financial in Bengaluru seeks a Senior Analyst to oversee Incident and Problem Management, drive RCA, and collaborate across teams to minimize disruptions.

You will perform trend analysis, build dashboards, monitor SLAs, and translate technical updates into business-friendly communications.

Strong communication and ITIL familiarity required; ITIL v3/v4 preferred; bachelor's degree and 2+ years in relevant roles.

Qualifications

• Bachelor's degree required.
• 2+ years in Incident/Problem Management or IT operations with ITIL/ITSM exposure.
• Experience with brand or customer communications is a plus.

Responsibilities

• Participate in incident and problem management to ensure rapid response and RCA.
• Monitor key metrics and perform trend analysis for operational improvements.
• Collaborate with Change Manager and vendors to ensure RCA and policy adherence.
• Research incident tickets and identify those past SLA for action.
• Determine responsible support areas and identify trends for further investigation.
• Analyze trends to improve system availability for key services.
• Support IT Change Control by maturing incident/problem capability.
• Participate in change reviews as needed for Incident/Problem management.
• Identify training opportunities to expand incident, problem, and communication skills.
• Mentor junior staff to enhance business acumen.
• Solicit stakeholder feedback and identify improvement opportunities.
• Craft clear communications for Major Incidents affecting brands or customer care centers.
• Assess incidents and determine appropriate communications.
• Translate technical language into business-appropriate messages.

Skills

Organizational Savvy

Communication

ServiceNow Platform

Occasional on-call responsibilities

Education

Bachelor's Degree

Tools

ServiceNow Platform

Job description

Job Summary

The Incident and Problem Management Team oversees Major Incidents and Problem RCA efforts. This team ensures incident and problem practices are followed, educates associates where necessary, and analyzes daily operational activities related to these practices.

This role involves analytical skills, cross-organizational collaboration for incident troubleshooting, and root cause identification for problem resolution.

The Senior Analyst performs proactive trend analysis of incidents, creates dashboards/reports for performance metrics, and identifies opportunities to reduce incident recurrence risk through preventative and corrective measures.

Building strong working relationships with multiple teams is crucial for success.

Essential Job Functions

• Participate in the incident and problem management processes to ensure immediate response to potential business disruptions and root cause analysis post recovery.
• Monitor key performance metrics and perform trend analysis to identify operational opportunities.
• Work with the Change Manager and third-party vendors to ensure policies and processes are followed and root cause analysis (RCA) is performed and addressed.
• Responsible for researching technology incident tickets and assist with identifying tickets that have been opened past their SLA.
• Determine which support areas are responsible for closure, identify possible trends in outages and help determine which support group(s) should investigate further and conduct trend analysis.
• Analyze trends to enhance system availability for all key business services.
• Support the Information Technology Change Control process by identifying areas of opportunity with Incidents and Problem activity and ensure appropriate action taken to mature capability.
• Participate in the change reviews as needed for Incident and Problem management.
• Identify training opportunities to expand incident, problem, and communications skills.
• Identify and participate in mentoring with more experienced staff to enhance business acumen and organizational familiarity.
• Participate in and help identify continuous improvement opportunities for incident and problem management process, technology and communications to our brands and internal business partners.
• Participate in soliciting feedback from stakeholders and assist in the identification of improvement opportunities.
• Craft clear internal/external communications for any Major Incidents affecting brand partners or Customer Care Centers.
• Assess each incident situation and determine the appropriate required communication.
• Translate technical language into business appropriate messages that convey necessary information.

Minimum Qualifications

• Bachelors Degree.
• 2+ years in Incident/Problem Management, Security Operations, Public/Private Sector Operations Center, or other related industry along with experience using common technology processes and tools, experience with brand or customer communications, and/or experience with ITIL or ITSM processes.

Preferred Qualifications

• ITIL V3 or V4 certification.

Skills

• Organizational Savvy.
• Communication.
• ServiceNow Platform.
• Occasional on-call responsibilities.

(ref:hirist.tech)