ITSM Senior Analyst - Swing Shift
MumbaiFull-time5–9 yrsPosted over a month ago
Senior software engineering role at GIA (Gemological Institute of America) in Mumbai. Needs 5+ years and a B.Tech, B.E. or B.Sc.
About the role
The Analyst is responsible for driving incident response effectiveness, with a direct focus on reducing mean time to resolution (MTTR), improving first-contact resolution rates, and ensuring fixes eliminate root causes rather than repeat failures.
What you'll do
- Working alongside the ServiceNow platform team, the service desk and infrastructure and application counterparts, the role ensures predictability in the detection
- Responsible for driving incident response effectiveness, with a direct focus on reducing mean time to resolution (MTTR), improving first-contact resolution rates
- Support the management of the Incident Management practice end to end, including process, priority and impact/urgency matrices, categorization models
- Ensure the practice operates consistently and effectively in accordance with the approved process and service management standards
- Support the management of Major Incident Management as process authority, including activation and deactivation criteria, incident command and bridge procedures
What you need
- ServiceNow
- ITIL
- Root cause analysis
- Incident response
- SOP writing
- Lean
Good to have
- JIRA
- SOX