Command center – MIM Analyst is a multitasking position within a command center Their primary responsibilities include Major Incident Management, Post-Incident Reviews, alert and incident monitoring 24*7*365. The ideal candidate will understand the need for well-structured, flexible processes to work in a fast-paced, agile environment. The candidate will also understand current and emerging technologies well and have strong analytical and problem-solving skills.

How you will do it:-

• Begin by thoroughly reviewing incident tickets and calls to identify major incidents. Assess their impact and urgency.

• Take charge during major incidents by leading the incident bridge. Ensure effective communication, collaboration, and resolution. Maintain a high standard of incident handling.

• Identify key stakeholders who need to be informed during major incidents. Define the content and frequency of communication updates.

• Verify that major incident communications adhere to the defined standard operating procedures (SOPs). Ensure that they have been sent promptly and accurately.

• Conduct thorough post-incident reviews to analyze what went well and areas for improvement. Compile insights into a Major Incident Management (MIM) report.

• Continuously strive for operational excellence within the command center. Look for opportunities to enhance resilience and minimize future incidents.

• Proactively propose enhancements to existing processes. Collaborate with relevant teams to implement improvements.

• Regularly assess the effectiveness and efficiency of major incident management processes. Adjust as needed.

• Clearly define the major incident management process, service levels, and performance metrics. Communicate these to all relevant stakeholders.

Service Delivery

• Team player with a passion for service and a proven ability to work with technical and non-technical colleagues across all levels of the organization.

• Operate with focused calm and efficiency during critical and sensitive circumstances.

• Keen attention to detail, and strong organizational, customer service, and decision-making skills.

• Take accountability for your actions and own tasks through to completion.

Collaboration

• Foster collaboration and communication with cross-functional teams, such as IT, security, and other relevant departments.

• Facilitate effective information sharing and coordination to address incidents and improve operational efficiency.

• Collaborate with external partners or vendors when necessary to resolve complex issues.

• Communicate clearly, transparently, candidly, and respectfully under pressure.

Governance/Standards

• Adopt processes, standards, and best practices as it relates to IT service management.

• Ensure compliance with industry regulations and best practices.

• Organize, prioritize, and manage time effectively in a fast-paced environment.

• Adapt to shifting priorities, demands, and timelines.

What we look for:

• A degree in computer science, information management or related field, or equivalent work experience.

• Comfortable to working in 24*7 environment.

• Good Communication skills in English (Verbal and written both)

• Must have experience of 5+ yrs in Infrastructure Incident Management, Major Incident Management handling, Infrastructure operations and support.

• Must have good understanding of enterprise-wide IT operations and support functions.

• Good Analytical skills and problem-solving ability.

• Good customer handling skills

• Ensure the quality of the Major Incident handling.

• Drive Post Incident Reviews and produce MIM report.

• Establishes and communicates the process, service levels, and process performance metrics.

• Excellent communication and collaboration skills

• Capability to work both independently and collaboratively.

• Good to have SolarWinds/Dynatrace/ Splunk and ticket management tools ServiceNow.