Incident & Problem Management Analyst 6 Month Contract
Utilizing ITIL framework for industry best practice, the Enterprise Incident Management (EIM) team is responsible for delivering high quality operational services to multiple internal groups and external customers including FIs, processors, consumers and merchants.
As an Analyst of a critical service delivery arm, establishing a strong track record of value added, professional, customer-centric performance will be critical to building stakeholder confidence and trust in the organization’s service delivery processes.
As the Incident & Problem Management Analyst will work in concert with a team of Analysts and Senior Analysts to manage daily incidents and problems with a meticulous approach to drive towards the quickest path for resolution.
You will establish command and control of daily incidents / problems, establishing clear accountability and methodical evaluation of complex scenarios.
You’re great at
Performing initial triaging / diagnosis and coordinate root cause analysis with internal teams, vendors, partners and subject matter experts.
Analyzing and determining impact in a complex multi vendor environment.
Provide seamless escalation and clear communications to internal and external stakeholders.
Facilitating the restoration of service and functions and ensuring the correct technical staff are engaged and working on the incident, within defined SLA requirements.
Facilitating lessons learned and post incident reviews in conjunction with relevant teams.
Monitoring, analyzing and publishing daily / weekly and monthly metrics demonstrating the effectiveness of the Incident Management process.
Preparing and updating Incident Management knowledge base in accordance with best practices.
Assisting escalation teams with proactive problem management and process / service improvement tasks and initiatives.
Providing world class customer support to Financial clients, customers and institutions.
Providing rotating 24 / 7 Incident Management on-call support for corporate and commercial services.
Who are you?
You have a College / University degree or equivalent experience
You have 3 5 years of experience in progressively more responsible operations, customer service and technology positions, including a similar role utilizing IT service management, and service delivery
You have 1 2 years of experience in leading resolution of incidents and problems.
You have a good understanding of, and experience with, IT service management best practices including Incident Management, Problem Management, Change Management and Request Fulfillment.
You have strong analytical, critical thinking and problem-solving skills and an ability to present clear, concise and effective solutions.
You have strong communication skills, both verbal and written, with the ability to interface with multiple stakeholders and vendors.
You are a Team player : Able and willing to help as needed and add value to evolving situations.
You have experience working with IT service Management tools such as ServiceNow, BMC Remedy etc.
How we Work
We know that exceptional people have great ideas and are passionate about their work. Our culture encourages excellence and actively rewards contributions with :
Connection : You’re surrounded by talented people every day who are driven by their passion of a common goal.
Core Values : They define us. Living them helps us be the best at what we do.