Incident Analyst – MIM

Sutherland

Chennai

Hybrid

INR 1,313,485 - 2,189,141

Full time

14 days+

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Job summary

Sutherland is seeking a Lead - Infrastructure in Chennai to manage major IT incidents, ensuring effective communication and stakeholder management. The ideal candidate will have 1-2 years of incident management experience, strong organizational skills, and the ability to work collaboratively in a dynamic environment.

Qualifications

1-2 years of experience in IT incident management.
Ability to communicate effectively in writing and verbally, adapting style.
Good organization skills including workload prioritization.

Responsibilities

Manage the lifecycle of all Major Incidents as the SPOC.
Lead investigation activities and form collaborative action plans.
Ensure administration and reports are up-to-date.

Skills

Listening skills

Problem solving

Communication

Resilience

Teamwork

Self-driven

Tools

Networking

Infrastructure

Zscaler

Job description

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Company Description

Sutherland is an experience-led digital transformation company that can help your business achieve non-linear growth by delivering exceptionally engineered experiences for your (very human) customers and employees. We do this by combining human-centered design with the scale and accuracy of real-time analytics, AI, cognitive technology and automation.

We are seeking an organized and goal-oriented person to join us as an Lead - Infrastructure. We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Job Description

Manage the lifecycle of all Major Incidents and function as the single point of contact (SPOC) during end-to-end management of all IT priority1 incidents between the resolver groups and the internal/external stakeholders.

Leveraging technology to issue all communications and providing key stakeholder management
Leading, driving, facilitating and chairing all investigation activities, meetings, and conference calls
Forming collaborative action plans with specific actions, roles and deadlines, and ensuring these are completed
Matrix management of people, processes and resources – including resolving conflict to move forward to resolution
Being accountable for resolving the outage via workaround or permanent fix
Ensuring all administration and reports are maintained and up-to-date, including contacts information, technical diagrams, post major incident reviews
Supporting and nurturing process improvements and knowledge base improvements
Continually maintaining and developing tools and resources to manage major incidents effectively
Providing periodic major incident metrics reports

Person Specification

Excellent listening skills.
A willingness to problem solve.
Strong verbal & written communication skills.
Resilience - being able to handle complaints from customers.
The ability to work as part of a team.
Be self-driven & pro-active.

Essential

Good organization skills including the ability to prioritize workload within agreed parameters
Ability to communicate effectively in writing and verbally, adapting style to suit the audience
Ability to understand and demonstrate commitment to Sutherland’s Major Incident Policy and to ensure all activities are consistent with it
Basic Technical knowledge on Networking, Infrastructure, Zscaler.

Desirable

Experience in leading projects and motivation of others.
Excellent coordination skills: managing complex IT technical investigations.
Excellent ability to organize, present, moderate management teleconferences in a structured manner.
High degree of initiative, responsibility, reliability and proactive action.

Qualifications

Should have a minimum of 1 to 2 years experience with IT Incident management role.
Excellent coordination skills: managing complex IT technical investigations.
Excellent ability to organize, present, moderate management teleconferences in a structured manner.
High degree of initiative, responsibility, reliability and proactive action.
Good organization skills including the ability to prioritize workload within agreed parameters
Ability to communicate effectively in writing and verbally, adapting style to suit the audience

Additional Information

Rotational shifts (24x7). Rotational off cycle.

Current scenario is WAH, however we can transform anytime to B&M or Hybrid, candidate should be willing to work from office.

Seniority level