Syntricate Technologies
Job Title:
ITSM Analyst Location:
NYC, NY (Hybrid)- Local to NY and NJ Only Job Type:
Full-Time Only (NO C2C) Experience: Not more than 10 Years
Responsibilities
will include:
Manage major incidents from identification to service restoration and closure. Drive the root cause analysis and produce the RCA documentation within SLA. Regular professional communication on major incidents to technology teams, business system users, and senior leadership within SLAs. Communication of incidents to business system users in a clear and meaningful way. Co-ordination between multiple teams from IT infrastructure to application management and engineering for effective resolution. Escalate within support organization as required. Train support teams to regularly review lower priority incidents across the service base to avoid any emerging higher priority issues and root cause fixes. Work with alerting & monitoring teams to pro-actively avoid high priority incidents. Identifying changes in the support processes and change the Incident Management process accordingly. Run major incident review sessions after service restoration to ensure avoidance of repeat incidents. Develop and manage an Incident and Problem Management dashboard to report on metrics and KPIs. Drive continuous service improvement and incident avoidances by leveraging Incident and Problem Management best practices.
Key Skills & Experience
3+ years of experience as an Incident Manager Strong background in Incident Management and Problem management preferably in financial services. Strong experience of delivering service quality within an ITIL framework. Knowledge of ITIL, Infrastructure related technologies & understanding of business relevance of the technologies. Good experience in managing conference calls or incident resolution meetings. Strong written and verbal communication skill. Strong experience of IT service, operations, and support. Certified ITIL (Foundation) V3 beneficial.
ITSM Analyst Location:
NYC, NY (Hybrid)- Local to NY and NJ Only Job Type:
Full-Time Only (NO C2C) Experience: Not more than 10 Years
Responsibilities
will include:
Manage major incidents from identification to service restoration and closure. Drive the root cause analysis and produce the RCA documentation within SLA. Regular professional communication on major incidents to technology teams, business system users, and senior leadership within SLAs. Communication of incidents to business system users in a clear and meaningful way. Co-ordination between multiple teams from IT infrastructure to application management and engineering for effective resolution. Escalate within support organization as required. Train support teams to regularly review lower priority incidents across the service base to avoid any emerging higher priority issues and root cause fixes. Work with alerting & monitoring teams to pro-actively avoid high priority incidents. Identifying changes in the support processes and change the Incident Management process accordingly. Run major incident review sessions after service restoration to ensure avoidance of repeat incidents. Develop and manage an Incident and Problem Management dashboard to report on metrics and KPIs. Drive continuous service improvement and incident avoidances by leveraging Incident and Problem Management best practices.
Key Skills & Experience
3+ years of experience as an Incident Manager Strong background in Incident Management and Problem management preferably in financial services. Strong experience of delivering service quality within an ITIL framework. Knowledge of ITIL, Infrastructure related technologies & understanding of business relevance of the technologies. Good experience in managing conference calls or incident resolution meetings. Strong written and verbal communication skill. Strong experience of IT service, operations, and support. Certified ITIL (Foundation) V3 beneficial.