Owns and coordinates major incidents throughout their lifecycle, including stakeholder communications, technical bridge calls, incident tracking, reporting, post-incident reviews, and handovers. Maintains account-specific incident processes, escalation documentation, dashboards, and monthly reports. Supports incident trend analysis, service improvements, problem and change management meetings, and customer account communications while ensuring adherence to ITIL and major incident procedures.
Company Description
Rave Technologies – A Northgate Public Services Company, is a software services company that works with small and medium sized organisations. We are a part of Northgate Public Services Company which is based in the UK.
Based in Mumbai, Rave Technologies’ end to end product/application engineering services help address challenges in the product or application development life cycle. These services include Requirement Analysis, Software Architecture, Design, Development, Testing and Maintenance with specialized services in Cloud/SaaS Migration, Usability Engineering, System Architecture and Design, and Independent Testing solutions.
Job DescriptionGrow with us!
NEC SWS is hiring Incident Analyst professionals for Mumbai Airoli location.
Experience : 3 to 6 years
The successful candidate will be responsible for:
- Managing and owning Major Incidents as and when they are reported following the Major Incident process.
- Communicating Major Incident information to all internal and external stakeholders via email & SMS throughout the Major Incident lifecycle.
- Organising and running of conference calls and technical bridges with multiple parties during Major Incident activities.
- Completion of the Major Incident Dashboard tracker throughout the Major Incident lifecycle to allow stakeholders visibility of live Major Incidents as well as accurate data to perform trend analysis upon.
- Organising and running of Post Incident Review calls post-Major Incident resolution.
- Completion and distribution of Major Incident Reports within expected SLA deadlines.
- Completion of any training assigned to you by the set deadline (providing and receiving).
- Escalation of any personnel or procedural issues to the appropriate sponsor in a timely and appropriate manner.
- Detailed handover of live Major Incidents to the next responsible Incident Analyst at shift end.
- Support the analysis of incident case flows volumes working with all teams to increase case handling efficiencies
- Champion the adherence to the Major Incident process during live Major Incidents.
- Contributing to and supporting the service improvement programme.
The Incident Analyst will also be responsible for the following against an assigned account:
- Ensuring the account Incident and Major Incident process and appendix documents are regularly reviewed in accordance with internal NPS Policies.
- Ensuring any ad-hoc updates to process documents and appendix documents including scopes, distribution lists and escalation matrices are completed and maintained.
- Completion and distribution of monthly account level Major Incident reporting within deadline expectations.
- Attendance of any problem conference calls where required.
- Attendance any TCAB & CAB calls when requested.
- Build and maintain an effective communication rapport with the Customer Service Manager of your account.
- Be the first point of contact for questions regarding your account
- Attend the Major Incident weekly team call providing provide weekly updates and stats for your account and own activity.
Qualifications
Essential
- Ability to make decisions and take ownership
- Ability to work under pressure
- Self-motivated
- Excellent interpersonal and communication skills
- Experience in Incident Management.
- Knowledge of ITIL functions
- Excellent spelling and grammatical skills
- Ability to influence, shape and manage processes
- Flexibility in approach
- Experience using incident logging tools
Desirable
- Previous experience working within an Incident Management/Major Incident Management Team
- Previous working experience within in first/second line support
- ITIL Foundation Accreditation (v3 or v4)
- Experience in other Service Management processes
Advanced knowledge of MS Excel / Gsheets
Qualifications
Qualifications, work experience:
Essential
- Excellent interpersonal and communication skills
- Self-motivated
- Ability to influence, shape and manage change
- Flexibility in approach
- Ability to work under pressure
- Ability to make decisions and take ownership
- ITIL Foundation Accreditation
- Experience using incident logging tools
- Experience in Incidents Management.
Desirable
- ITIL Practitioner - Incident Management
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