Honeywell Sr Analyst - Incident Mgmt 

India 

292396794

Sr. IT Analyst- IT Critical Operations

Sr. IT Analyst is a member of the IT Service Management Operations organization, and this position is primarily responsible for driving technical bridges, providing timely communications and end-to-end ownership of priority incidents affecting availability of IT applications/services. The scope of this role includes providing critical incident management support and coordination of timely service restoration, in partnership with Application/Service Owners, for 24X7 Major/Critical incidents. Key to your success will be the quality of communication, data analytical skills and adherence to established ITSM processes across service restoration. This role will contribute to IT Operations KPI outcomes, ITSM process improvements, automations, and partner with Service Owners for Continuous Service Improvement from discovered opportunities captured during critical incident events. This role reports to the IT Operations Incident Response Manager.

Key Responsibilities

Serve as key facilitator in driving exceptionally fast recovery of critical priority incidents with technical bridges in real-time with application and service owners for end-to-end service restoration across an incident lifecycle via defined ITSM processes.

Contribute to Continuous Service Improvement (CSI), including SLA and KPI outcomes.

Ensure timely incident analysis and problem investigations.

Ability to work in 12x7 IT operations shift schedule.

YOU MUST HAVE

Bachelor’s degree in IT or related Engineering discipline, or equivalent work experience in IT Operations.

4+ years of IT critical/major Incident Management exceptional experience with technical competency with technical bridge facilitation skills.

1+ years of ServiceNow experience with reporting capabilities in Incident Management.

Multitasking ability to lead troubleshooting in ambiguous situations with high pressure, fast paced environment with vendor, leaders and SMEs

Data analytical skills to use data to drive improvements (Microsoft suite)

WE VALUE

Excellent oral and written communication skills communicating across all levels of an organization amidst service restoration.

Demonstrated excellence of IT troubleshooting approaches for timely IT service restoration.

Strong understanding and demonstrated knowledge of ServiceNow ITSM capabilities.

ITIL V4 certified

Exceptional time management skills. exceptional project management / project leadership proven behaviors.

Experience delivering IT service restoration in a 24x7 operation.

Programming or automation experience

Experience with supporting mission critical IT operations is a must.

Demonstrated ability to work under pressure with exceptional time management skills

Skilled in partnering with IT stakeholder service owners to define issues, identify solutions, and facilitate timely change for service restoration.

Self-motivated, demonstrated bias for action.

• JOB ID: HRD250390
• Category: Information Technology
• Location: Devarabisanahalli Village, KR Varturhobli,,East Taluk - Phase I,Bangalore,KARNATAKA,560103,India
• Exempt