IT Incident Management Analyst II

Teleperformance; Hyderabad; Hybrid; INR 600,000 - 900,000; Full time

Job summary

Teleperformance in Hyderabad is seeking a talented IT Incident Analyst to manage problem investigations end-to-end, perform root cause analysis, and implement corrective actions. You will analyze incident trends, report findings, and drive proactive fixes to ensure stable services.

With 1–2 years of related experience and a relevant degree, you will contribute to process improvements and potentially lead junior colleagues, while maintaining high quality and customer-centric service delivery.

Qualifications

• 1–2 years of practical professional experience in IT service/support.
• Experience with IT incident management and problem-solving methodologies.
• Ability to develop and share best practices to improve service quality.

Responsibilities

• Manage IT problem investigations from start to finish, including root cause analysis and corrective/preventative actions.
• Analyze and report IT incident trend data to identify and eliminate root causes.
• Proactively identify potential service interruptions and initiate actions to fix them.
• Develop improvements to processes to minimize operational risk and improve quality of service.
• Possibly lead junior teammates and set day-to-day objectives.

Skills

Root cause analysis

Incident management

Data analysis

Process improvement

Team leadership

Education

Bachelor's degree in IT / CS

Tools

ITIL

Reporting tools

SQL

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 are fully proficient in executing established standards. Works independently within set frames and follows set course. Has a knowledge base typically acquired from a professional/university degree and approximately 1-2 years of practical professional experience in a particular area. Develops own knowledge, shares best practice and develops relevant/appropriate solutions. Positions at this level are expected to continuously improve the day-to-day activities/processes.

Can be a formal team leader of more junior co-workers and may set day-to-day operational objectives.

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.