Sr Analyst

Technology, Data & Digital · IT Infrastructure & Security · IT Support · Technical Support · Site Reliability Engineering

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In short

This role is for a Sr Analyst in India, requiring proactive monitoring of critical dashboards and guiding stakeholders through business-critical incidents. The successful candidate will act as an incident commander, driving resolution within SLAs and providing technical assistance.

Responsibilities

Proactively monitor critical dashboards to report on critical alerts.
Guide all stakeholders to work together seamlessly and manage business critical incidents.
Mitigate business outage/impact.
Act as an incident commander on major incident bridge calls and drive major incidents to resolution within defined SLAs.
Interface with senior leaders in business.
Resolve incoming telephone / email requests for technical assistance on standard commercial and proprietary applications.
Document recommendations for troubleshooting and assure issues get resolved within the SLA.
Monitor operational dashboards and alert the Product teams for action.
Drive urgency based on application criticality.
Assess risk and manage activities affecting the production environment and client facing application availability.
Maintain timeline of key events during a major incident as a scribe.
Document actions and keep track of any follow up items.
Capture CAPA (Corrective and Preventive Actions) through deep understanding of Problem Management (as per ITIL framework).

Requirements

Strong understanding of the incident management process (as per ITIL standards).
Experience handling major incident bridge calls.
24*7 availability for business-critical incidents, work in shifts.
Independently resolve tickets within agreed SLA of ticket volume and time.
Agreeable to work a flexible schedule to meet the needs of the business, including holiday, evening, overnight and weekend shifts.
Excellent verbal and written communication skills.
Strong interpersonal skills.
Basic understanding on platforms such as VMware, Networking, Linux & Unix, Windows Servers, Database, etc.
Problem solving skills.
Organizational skills.
Ability to exercise sound judgment in any customer service scenario.
Understanding of reactive case lifecycle and troubleshooting methodology.
Good understanding on applications such as ServiceNow, xMatters & Moogsoft.

Desired Qualifications

Deep understanding of Problem Management (as per ITIL framework) to capture CAPA.

Benefits

Supercharge your potential.
Find your career.
Find your spark.
A place that knows that helping its customers stay on top starts by putting its people first.

Skills

ITILVMwareNetworkingLinuxUnixWindows ServersDatabaseServiceNowxMattersMoogsoft

#incident management#ITIL#problem management#service delivery#technical support#VMware#Networking#Linux#Unix#Windows Servers#Database#ServiceNow#xMatters#Moogsoft

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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