Incident Analyst Lead_Reliance Jio - Mumbai @ ACL Digital

Job Description

Roles and Responsibilities

1. Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
2. Log all Major Incidents, allocating categorization and prioritization codes
3. Initiating the bridge immediately post logging the incident and drive till closure
4. Ensure regular updates are being sent to respective stakeholders and Senior Management
5. Keeping the affected Incident Initiator updated on the progress at agreed intervals
6. Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
7. Provide first-line investigation and diagnosis of all logged Incidents
8. Verify resolution with users and resolve Incidents in ITSM tool
9. Participate in Incident review call
10. Escalate Incidents at risk of breaching Service Level Agreement to respective stakeholders and Senior Management.
11. Owns all Incidents throughout the lifecycle
12. Monitoring the volume of Incidents, Incident resolution, pending Incidents, complaints, communications and escalations.
13. Detecting the potential Problems and assigning them to the Problem Management team for permanent fix/resolution.
14. Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents
15. Documents incident events, resolution and rigorous follow-up required on agreed action items if any.
16. Escalate unresolved/pending Incidents to respective stakeholders and Senior Management

Job Classification

Education

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Rs 0 - 50K PM Rs 50K - 1 LPA Rs 1.0 - 1.5 LPA Rs 1.5 - 2.0 LPA Rs 2.0 - 2.5 LPA Rs 2.5 - 3.0 LPA Rs 3.0 - 3.5 LPA Rs 3.5 - 4.0 LPA Rs 4.0 - 4.5 LPA Rs 4.5 - 5.0 LPA Rs 5 - 6 LPA Rs 6 - 7 LPA Rs 7 - 8 LPA Rs 8 - 9 LPA Rs 9 - 10 LPA Rs 10 - 12 LPA Rs 12 - 14 LPA Rs 14 - 16 LPA Rs 16 - 18 LPA Rs 18 - 20 LPA Rs 20 - 22 LPA Rs 22 - 24 LPA Rs 24 - 26 LPA Rs 26 - 28 LPA Rs 28 - 30 LPA Rs 30 - 32 LPA Rs 32 - 34 LPA Rs 34 - 36 LPA Rs 36 - 38 LPA Rs 38 - 40 LPA Rs 40 - 42 LPA Rs 42 - 44 LPA Rs 44 - 46 LPA Rs 46 - 48 LPA Rs 48 - 50 LPA Rs 50 - 75 LPA Rs 75 Lakh - 1C PA Rs 1 Crore+ PA

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Keyskills:   Service Level ITSM Problem Management Senior Management