The Service Analyst managing Incidents is a Service Operations Specialist who is responsible to maintain high levels of service and ensuring all service recovery, protective mitigations, stakeholder communications and problem management activities are performed. He/She is responsible to drive both internal and external teams to ensure compliance to SLOs, SLAs, KPIs and metrics relating to service performance and operations performance.
He/She possesses strong analytical skills in the completion of service operations related activities and is responsible for tracking and analysing important reports covering service performance metrics and operations activities.
Roles & Responsibilities
• Lead high severity incidents/Command Centers and collaborates with multiple internal teams across disparate groups to restore services when major incidents occurs
• Manages high severity incident communications to all stakeholders and provide regular updates to management and stakeholders until incident closure
• Support and assist in high severity incidents and drive problem management meetings, gather required experts to perform root cause analysis for problem resolution
• Drives internal and 3rd party service provider / vendor review meetings covering performance, service improvements, quality and processes
• Track and ensure compliance to SLAs, KPIs and metrics relating to service performance and operations performance
• Ensure all operational support material is complete and all process comply within internal security and technology standards
• Prepare and deliver status updates / report to management
• Log and track problem tickets relating to S1/S2 or high impact issues
• Maintain processes, templates and SOP, website and information related to incident and problem management
• Assist senior leaders in disaster recovery planning and activities
Requirements / Qualifications
• Bachelor’s degree or Diploma in computer science or other highly technical, scientific discipline
• 5-10 yrs of Technical / Application Support or Incident / Problem management experience
• Proven experience of working efficiently in a cross functional team
• ITIL v3/v4 certification and strong service oriented experience / background
• Knowledge and understanding of IT industry environment and business needs Strong competency in IT technologies covering operating systems, databases technologies, networking, server, load balancing and/or application related domains covering healthcare and healthcare related industries
• Ability to establish and manage processes and practices through collaboration and the understanding of business
• Ability to adapt to a fast-changing environment and work under a fast-paced and dynamic environment.
