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Senior IT Service Operations Management Analyst

Gurgaon, Delhi-NCR

GSS Infosoft Pvt ltd

Job Description

Position: [Senior] IT Service Operations Mgmt Analyst PeopleNet skill code: Function / category: IT / GSS Impact level: Band 2A or 2B (Senior) Number of direct reports: 0 Reports to: Manager IT Service Operations Management Education: BA, MA, or equivalent Experience: 3+ years of hands-on experience in managing IT operation, service providers and vendors. Knowledge: In-depth knowledge in IT operation industry practices and ITIL; strong understanding of information technology; working knowledge of vendor and provider management Skills: Solid process management and analytical skills; ability to orchestrate and facilitate collaboration across cross-functional and geographic boundaries; customer service mindset; ability to communicate with stakeholders at all organizational levels; ability to apply McKinsey problem solving and communications As a member of the Service Operation Management team, participate in end-to-end management of core ITIL service operation processes on a 24/7 basis, with an initial focus on incident, problem and change management. Activities will include, but not be limited to: Incident management – As assigned, responding to major IT incidents according to the defined process across all parts of the organization and external parties, with the objective to minimize impact and duration of those incidents by any reasonable means possible, putting in place temporary measures as necessary. Participates in Major incident management, including technical analysis and resolution, escalations, communication, post incident reviews, etc. Problem management – Assists with the problem management process for assigned IT areas, with the objective to avoid IT outages caused by known problems. Applies problem management process in assigned areas of the Firm's IT environment Change management – Assists with managing and administrating the Firm's IT change management process. For assigned areas of technology, participates in regular change management review meetings with FCABs, review and administer change records, identify and escalate compliance issues, e.g., changes that are not properly prepared and/or planned and present a high risk to the environment Reporting – Provide input to reports on the process effectiveness of incident, problem and change management Management of the service operation tool suite – Work on projects to enhance our service management tools (e.g. ticket

Company Description

Software Development

Additional Information

Last updated:
Job type:
Full time
Position type:
Minimum experience:
Between three and five years
Compulsory Education
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