ITSM Senior Analyst - Swing Shift

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

• 5–9 yrs of experience
• ServiceNow
• ITIL
• Root cause analysis
• Incident response
• SOP writing
• Lean
• B.Tech or B.E. or B.Sc or BCA

Good to have

• JIRA
• SOX