Cybage Hiring For Technical Analyst : Pune
- Cybage
- 8 - 12 years
- Pune
- 4 years ago
- Email to a friend
- Report this job
Job Description
Hello,
Please revert to us on the below email to share your interest in the following opportunity. Kindly share the below deails with us.
- Total Experience
- Relevant Experience (IITL)
- Current CTC
- Expected CTC
- Notice period
- Willingness to shift to Pune
- Ready to work in shifts
Email id: ap*******a@cy***e.com
Duties and Responsibilities:
- Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process.
- Responsible for communicating with the Client and Management.
- Point of contact for all Critical & high priority incidents and associated problems.
- Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure
- Represent the first stage of escalation for Incidents
- Monitor the workload per Tier 1 Analyst
- Monitor the incidents to ensure that the SLA or OLA are respected.
- Identify, initiate, schedule and conduct incident and problem reviews
- Ensure the closure of all resolved and end-user confirmed Incident records and problem records.
- Facilitate resolution of issues with items not complying with the process
- Provide guidance to the Incident Process Coordinators
- Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.
- Identify and create problems for proactive and reactive issues.
- Schedule RCA calls with the different teams to ensure a RCA is documented with the OLA.
- Ensures post-review of major problems.
- Ensures reactive and proactive management of IT problems and known errors
- Coordinates efforts of all Problem Analysts, including suppliers and external teams, to ensure timely resolution of problems
- Communicate to the executives and the business owners about the Incident & the problems with defined timelines for closure of action items.
- Closes all problem records
- Owns the Known Error Database and ensures its maintenance
- Carries out the Process Manager responsibilities for the Problem Management process.
- Manage the end to end Process as a sole owner.
- Should be able to drive process improvements and IT best practices.
- Should have good knowledge on ticket tools like service now
- To communicate and be the focal point for the dissemination of information from management to the team and vice versa.
- Identify and apply appropriate tools for the analysis and resolution to technical problems
Required Skills and Knowledge:
- Total 8+ years of experience and 4-6 years practical experience in incident management and problem management.
- ITIL Foundations required (ISO/IEC 20000) Foundation may be substituted for ITIL Foundations
- Experience in enterprise scale IT departments and outsourced IT environments.
- Certification in ITIL ,V3 foundation is a must
Minimum Education / Experience:
- B.Tech or BCS degree. Will accept equivalent related work experience for the right candidate.
- 6+ years of experience in Incident & Problem Management.
Job Classification
Industry: IT Services & ConsultingFunctional Area: Engineering - Software, Role Category: Software DevelopmentRole: Software DevelopmentEmployement Type: Full timeEducation
Under Graduation: B.Sc in Any Specialization, B.Tech/B.E. in Any SpecializationContact Details:
Company: Cybage Software Pvt. LtdAddress: Survey No.13A,1,2,3,,Cybage Towers,Wadgaon Sheri,M, ulik Nagar, PUNE, Maharashtra, IndiaLocation(s): Pune
Keyskills: Client Management Ola Technical Analysis Process Management Problem Management Incident Management ITIL
Similar positions
Cybage
About Cybage:Founded in 1995, Cybage Software Pvt. Ltd., a technology consulting organization is a leader in the hi-tech and outsourced product engineering space. We are a valued partner to technology startups, mid-size companies, and Fortune 500 corporations alike. Our solutions are focused on mode...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in