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Cybage Hiring For Technical Analyst : Pune

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 Cybage Hiring For Technical Analyst : Pune

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 & Consulting
Functional Area: Engineering - Software,
Role Category: Software Development
Role: Software Development
Employement Type: Full time

Education

Under Graduation: B.Sc in Any Specialization, B.Tech/B.E. in Any Specialization

Contact Details:

Company: Cybage Software Pvt. Ltd
Address: Survey No.13A,1,2,3,,Cybage Towers,Wadgaon Sheri,M, ulik Nagar, PUNE, Maharashtra, India
Location(s): Pune

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Keyskills:   Client Management Ola Technical Analysis Process Management Problem Management Incident Management ITIL

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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...