IT Incident Management Analyst I

TGBPL TP India - GBS; Gurugram District; On-site; INR 800,000 - 1,200,000; Full time

Benefits offered by this job

Work-from-home options

Job summary

Teleperformance is seeking a skilled IT professional to manage end-to-end incident investigations, drive root cause analysis, and implement preventive actions. The role focuses on improving service quality and reducing operational risk across IT support processes.

The candidate should have ITIL knowledge and experience with Incident Management tools, contributing to a culture of excellence within Teleperformance's global teams. Applicants in Gurugram area are preferred.

Qualifications

• Bachelor's degree in CS/IT or related field.
• Experience in IT incident management and problem-solving.
• Familiarity with ITIL concepts and service delivery processes.

Responsibilities

• Manage IT problem investigations from start to finish, including root cause analysis.
• Identify and implement corrective and preventive measures to reduce incidents.
• Analyze incident trends and generate reports to guide improvements.
• Ensure delivery aligns with time, cost, and quality targets.

Skills

Root cause analysis

IT incident management

Data analysis

Process improvement

Cross-functional coordination

Education

Bachelor's in CS/IT

Tools

ServiceNow

ITSM tools

Job description

Join Teleperformance - Where Excellence Meets Opportunity! Teleperformance is a leading provider of customer experience management, offering premier omnichannel support to top global companies. Our diverse service locations, including on-site and work-at-home programs, ensure flexibility and broad reach.

Why Choose Teleperformance?

We emphasize the importance of our employees, fostering enduring relationships within our teams and communities. Our dedication to employee satisfaction distinguishes us. Utilize advanced support technologies and processes engineered to achieve outstanding results. We cultivate lasting client relationships and make positive contributions to our local communities.

Become Part of an Exceptional Team! Join Teleperformance, where our world-class workforce and innovative solutions drive success. Experience a workplace that values your development, supports your goals, and celebrates your accomplishments.

Job Description

Manage IT problem investigations from start to finish by facilitating root cause investigations and managing the implementation of corrective and preventative measures. Analyze and report IT incident trend data to identify and eliminate root causes, initiate action to fix potential interruptions to service identified during proactive analysis, produce report to demonstrate where repeat incidents are occurring across the organization, diagnose whether new incidents are related to known errors or existing problems. Provide process improvements and efficiencies aimed at minimizing operational risk and improving overall service quality. Positions on this level applies subject matter knowledge and understands the specific needs or requirements of specific problems and applies skills/knowledge thereafter. Specialized schooling or previous practical experience likely to be required. Understands and demonstrates the need to deliver to time, cost and quality and proactively adjusts for changing requirements. Ensures that the work within own field of expertise complies with the relevant professional discipline.

Be One of Our People:

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

Teleperformance is an Equal Opportunity Employer

Job Application Accommodation:

If you have questions or need an accommodation for any disability during this application, please contact your local Teleperformance location for assistance.

TP is a global digital business services company. With nearly 490,000 passionate people present in nearly 100 countries and speaking more than 300 languages and dialects, we have the knowledge and resources to deliver outstanding experiences anywhere. We deliver a competitive edge for our clients by combining our unique standards of process excellence with empathetic, high-touch support augmented by cutting-edge technology and our domain expertise.