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IT Operations Analyst
Location
India
Posted
67 days ago
Salary
0
Seniority
Senior
Job Description
IT Operations Analyst
Sabre Corporation
• Drive efficiency and effectiveness of the incident management process • Develop and maintain the Incident Management System including: o Identifying all incidents o Matching incidents against incidents with workarounds in place o Resolving incidents as quickly as possible o Prioritizing incidents in terms of impact and urgency • Escalating incidents to other teams as necessary to ensure timely resolution • Monitor the performance of incident management processes and seek to continuously improve the process • Facilitate post mortem meetings and ensure that action items regarding Incident Management are effectively carried out • Ensure that incident details are accurately recorded in incident tracking system • Participate in regularly scheduled Disaster Recovery testing • Attend infrastructure and/or application turnover sessions to maintain an end to end understanding for incident resolution • Facilitate management teleconference bridges to determine business impact and decisions regarding next steps and provide regular incident notifications to impacted lines of business and IT Mgmt. • Update incident records with appropriate data including business impact, application affected and relevant details regarding incident resolution. • Understand regulatory impacts and reporting based on regulation requirements • To perform an analyze of IT incidents in order to proactively prevent the occurrence of further incidents and problems • To contribute to the development and revision of relevant policies, frameworks and processes • To communicate and manage expectations during incident resolution and act as a point of escalation • Ensure timely and appropriate communication with involved parties • Be the focal point for all incident management issues • To provide relevant and useful management information • Ensure effective communication to work collaboratively with relevant parts of the business, and ensure knowledge and best practices are shared to optimize performance • Ensure that major incidents and planned/proactive tasks are correctly prioritized and delivered in accordance with those priorities • Lead the investigation of incidents through proactive trend analysis and monitoring • Contribute to the development of the service management tool • Contribute to the design and implement appropriate metrics for reporting on key performance and quality indicators in relation to problem management, particularly in terms of in-depth trend analysis
Job Requirements
- Knowledge of ITIL standards and the principles of service support and delivery
- Analytical skills and a structured methodical approach towards statistics and trend analysis
- Relevant qualifications, preferably with a technical bias e.g. electronics, computer science, and/or demonstrable practical experience
- A keen interest in information technology, its development and application
- Understanding of Cloud environment (GCP\AWS\Azure) and infrastructure
- Knowledge and understanding of multi-media/cross platform production and associated delivery systems
- Knowledge and understanding of personal computers, servers, IT systems and networks in a corporate enterprise infrastructure
- Experience working in a service provider or technology support environment
- Experience communicating with stakeholders using appropriate language suitable for the technical understanding of the audience
- Experience with ITIL process ownership and design
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
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