Incident Management Analyst Senior Job in Pune at FIS Global

FIS Global is hiring for the job role of Incident Management Analyst!

Responsibilities of the Candidate: 

• Acts as focal point for incident review and escalation if necessary
• Supports a computer operations environment that meets all service level agreements, e.g., 24x7 availability, response time parameters, etc. and availability targets
• Works across a wide array of product lines and engages various levels of management on a day to day basis
• familiar with the ITIL framework, as the Incident Management process is a key input into the established Change and Problem processes
• Develops, coordinates and promotes incident management activities across enterprise and takes
• responsibility for effective functioning of Incident Management processes across all support areas
• Manages and directs technical and functional specialists and computer operations staff in restoration of service during an incident
• Acts as liaison between inter or intra-datacenter teams for high severity incidents
• In conjunction with the problem management function, identifies and implements cost-saving and continuous improvement initiatives within the information processing area
• Provides regular incident bulletins to teams concerning open or ongoing incidents
• Ensures effective and rapid response to major incidents
• Facilitates daily, weekly and monthly tactical meetings as well as creates incident reports as determined by the business

Requirements:

• Minimum 2+ yrs of considerable knowledge of incident management principles, procedures and techniques
• Considerable knowledge of standards and best practices relevant to the information technology industry, e.g., ITIL
• Strong knowledge of issue resolution and escalation practices, FIS products and services and IT infrastructure
• Ability to apply analysis and creative thinking when solving problems and conflict
• Ability to provide acute attention to detail
• Ability to communicate effectively to all levels within the organization
• Decision making ability within specified parameters as well as independent and collaborative decision making skills
• Skilled at identifying and implementing process improvements
• Ability to effectively establish and maintain relationships across the organization
• Demonstrated skill in timely, proactive, responsive follow-through on deliverables
• Ability to organize tasks and priorities effectively and under minimal supervision
• Proven ability to function in an environment requiring flexibility, good judgment and sound decision-making often based on limited information and/or under extreme conditions