Analyst Job in Noida at HCL Technologies Limited (HCL)

HCL is hiring for the role of Analyst!

Responsibilities of the Candidate:

• Responding to all escalations from Tier 1, triaging incidents, managing
  incidents through service restoration and recovery, and engaging all providers and other third-party resources as needed to resolve incidents
• Conducting root cause analysis and ensure long-term fixes are implemented to prevent the recurrence of incidents
  
• Managing all incidents and Problems in the Platform in accordance with the customers
  Process. For Severity 1 and 2 incidents, on a 24x7 basis, initiate incident bridge and ensure response from impacted groups within SLAs.
• Supporting maintenance windows by scheduling activities & requisite resources and
  monitor & report against the schedule during the maintenance window.
• Understanding of ITIL processes and Open for 24 7 shift, Rotational week offs.
• Providing adequate means for efficient handling of Critical Incidents, for example: IVR updates,
  Operations Bridge, Contact lists, War Room etc.
• Enforcing the use of available knowledgebase, Configuration Management Database
  and Known Error Database for quicker resolution of Incidents
• Devising, measuring, reporting, monitoring and improve the internally designed KPIs to
  improve the efficiency of Incident Management process. Example: Ticket hops,
  Incidents per staff, Incidents resolved using KB etc.
• Analyzing of Incident Records for identification of potential Problems
• Performing Problem Management function analyzing root causes, producing RCA for every
  Severity 1 and 2 incidents and other incidents.

Requirements:

• Qualification: B.Tech