What you'll do
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
Participate in Continuous Improvement Projects: Engage in projects aimed at enhancing NOC operations, including process optimization, tool evaluation, and implementation of best practices to improve incident response and overall service delivery.
What you'll need
Strong analytical thinkers who enjoy solving problems thrive in a high-pressure environment with shifting priorities. Should be able to assess a situation and determine tactical steps forward.
In addition to these general skills and personality traits, employers are seeking candidates with the following skills.
Core skills:
With 2-4 years experience in managing Incidents, Alerts, Team Mailbox, 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 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
Demanding for high availability of service and quality of support service to the customer. Good communication skills and works well with a team (both onshore and offshore)
Basic awareness of AI tools and automation to enhance event, incident, and knowledge management, improve reporting, streamline ServiceNow processes, tooling etc.