Incident Analyst

Job Description Grow 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