Incident Analyst

NECSWS; Mumbai; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Rave Technologies, a Northgate Public Services company, is hiring an Incident Analyst for Mumbai (Airoli). The role focuses on managing Major Incidents, communicating status to stakeholders, and driving incident resolution with adherence to ITIL processes.

Requires 3–6 years of relevant experience and strong analytical and collaboration skills. The incumbent will coordinate with multiple teams, maintain incident dashboards, and support process improvements within the account.

Qualifications

• Ability to make decisions and take ownership.
• Ability to work under pressure.
• Self-motivated.
• Excellent interpersonal and communication skills.
• Experience in Incident Management.
• Knowledge of ITIL functions.
• Excellent spelling and grammatical skills.
• Ability to influence, shape and manage processes.
• Flexibility in approach.
• Experience using incident logging tools.
• Experience in Incident Management/Major Incident Management teams.
• Experience in first/second line support.
• ITIL Foundation Accreditation (v3 or v4).
• Experience in other Service Management processes.
• Advanced knowledge of MS Excel/Sheets.

Responsibilities

• Managing and owning Major Incidents as and when they are reported following the Major Incident process.
• Communicating Major Incident information to stakeholders via email & SMS throughout the lifecycle.
• Organising and running conference calls and technical bridges during Major Incident activities.
• Maintaining Major Incident Dashboard tracker for live incidents and trend analysis.
• Organising and running Post Incident Review calls after resolution.
• Completing and distributing Major Incident Reports within SLA deadlines.
• Completing assigned training by deadline.
• Escalating personnel or procedural issues to the sponsor promptly.
• Handover of live Major Incidents at shift end.
• Analyzing incident case flows to improve efficiency.
• Adhering to Major Incident processes during live incidents.

Skills

Incident Management

ITIL

Communication

Decision making

Working under pressure

MS Excel

Education

Tools

Incident logging tools

ITSM tools

Job description

Rave Technologies – A Northgate Public Services Company, is a software services company that works with small and medium sized organisations. We are a part of Northgate Public Services Company which is based in the UK.

Based in Mumbai, Rave Technologies’ end to end product/application engineering services help address challenges in the product or application development life cycle. These services include Requirement Analysis, Software Architecture, Design, Development, Testing and Maintenance withspecializedservices in Cloud/SaaS Migration, Usability Engineering, System Architecture and Design, and Independent Testing solutions.

Job Description

Grow with us!

NEC SWS is hiring Incident Analyst professionals for Mumbai Airoli location.

Experience : 3 to 6 years

The successful candidate will be responsible for:

• Managing and owning Major Incidents as and when they are reported following the Major Incident process.
• Communicating Major Incident information to all internal and external stakeholders via email & SMS throughout the Major Incident lifecycle.
• Organising and running of conference calls and technical bridges with multiple parties during Major Incident activities.
• Completion of the Major Incident Dashboard tracker throughout the Major Incident lifecycle to allow stakeholders visibility of live Major Incidents as well as accurate data to perform trend analysis upon.
• Organising and running of Post Incident Review calls post-Major Incident resolution.
• Completion and distribution of Major Incident Reports within expected SLA deadlines.
• Completion of any training assigned to you by the set deadline (providing and receiving).
• Escalation of any personnel or procedural issues to the appropriate sponsor in a timely and appropriate manner.
• Detailed handover of live Major Incidents to the next responsible Incident Analyst at shift end.
• Support the analysis of incident case flows volumes working with all teams to increase case handling efficiencies
• Champion the adherence to the Major Incident process during live Major Incidents.
• Contributing to and supporting the service improvement programme.

The Incident Analyst will also be responsible for the following against an assigned account:

• Ensuring the account Incident and Major Incident process and appendix documents are regularly reviewed in accordance with internal NPS Policies.
• Ensuring any ad-hoc updates to process documents and appendix documents including scopes, distribution lists and escalation matrices are completed and maintained.
• Completion and distribution of monthly account level Major Incident reporting within deadline expectations.
• Attendance of any problem conference calls where required.
• Attendance any TCAB & CAB calls when requested.
• Build and maintain an effective communication rapport with the Customer Service Manager of your account.
• Be the first point of contact for questions regarding your account
• Attend the Major Incident weekly team call providing provide weekly updates and stats for your account and own activity.

Qualifications

• Ability to make decisions and take ownership
• Ability to work under pressure
• Self-motivated
• Excellent interpersonal and communication skills
• Experience in Incident Management.
• Knowledge of ITIL functions
• Excellent spelling and grammatical skills
• Ability to influence, shape and manage processes
• Flexibility in approach
• Experience using incident logging tools
• Previous experience working within an Incident Management/Major Incident Management Team
• Previous working experience within in first/second line support
• ITIL Foundation Accreditation (v3 or v4)
• Experience in other Service Management processes

Advanced knowledge of MS Excel / Gsheets

Qualifications

Qualifications, work experience:

• Excellent interpersonal and communication skills
• Self-motivated
• Ability to influence, shape and manage change
• Flexibility in approach
• Ability to work under pressure
• Ability to make decisions and take ownership
• ITIL Foundation Accreditation
• Experience using incident logging tools
• Experience in Incidents Management.

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