Associate Analyst – Incident Analyst

• Incident Analyst Duties and Responsibilities
• Monitor Systems Monitor the performance and capacity of systems using a variety of tools. We look for hardware, software, and infrastructure alerts or malfunctions. When an issue is identified, Engineers do a basic investigation and involve relevant support for the fix.
• Troubleshoot Problems We generally have standard operating procedures that engineers will closely follow. This may include coordinating with Internal Technical Team, third-party vendors, customers, or other IT teams.
• Track all Issues While working on incidents, the Engineer must carefully track and document all issues and resolutions in detail. This increases the knowledge base of the Team and is a record of the health of the system.
• Report Incidents Engineers must escalate the issue to management, Technical Teams, IT resources, or 3rd party vendors for assistance in reaching a resolution. Engineers also maintain ongoing communication within the team and externally, to keep all stakeholders aware of relevant, known issues and the steps being taken What you’ll need

What You’ll Need

• With 0.5 – 3 years of experience in managing Incidents, Alerts, Team Mailbox, and Monitoring Dashboards.
• Understanding of Applications, Systems & monitoring Tools like PagerDuty, Alertsite, and Grafana
• Hands-on experience on Ticket tool ServiceNow and Jira.
• Excellent time management and organizational skills, and ability to handle multiple concurrent tasks with minimal supervision
• Basic knowledge of Incident Management.
• Excellent oral and written communication skills, and ability to address conflict with others constructively
• Hands-on experience for End to end communications for Initial, Update & Resolved business notifications to stakeholders. Modifying/Updating KB articles.
• Ability to work in a flexible schedule 24*7
• Previous customer service or helpdesk experience
• Highly Motivated individual
• Self-starter and a quick learner
• Effective and efficient way of managing incidents
• Automation within the incident and service request management
• Automation of reporting / using tools