Sr. Business Analyst

Job Summary

¿ Expertise in IT Service Management and should be able to manage process (MIM, IM, Change Management and Problem Management) ¿ Preferably Expertise in handling Major Incidents & Problem Management. ¿ ITIL Certified ¿ Responsible for the upkeep of process agreed in SOW. ¿ Create and maintain process documents. Generate reports on schedule time to share with the concern recipients. ¿ Make suggestion to the project team and ITLT on process improvement in line with ITIL guidelines. ¿ Conduct regular ticket audits and share feedback with the Teams. ¿ Conduct ITSM process training to the team whenever necessary. ¿ Co ordinate with different parties for dispute tickets to bring about resolution. ¿ Participate and provide updates on weekly support status calls and governance meetings. ¿ Delivering the weekly and monthly review reports on Operational for both client and internal management team ¿ Providing the Ad hoc reports to the operation team based on the requirement. ¿ Perform periodic productivity analysis to drive operational efficiencies. ¿ Ensuring that the backlogs are followed by and stand by till closure. ¿ Ensure proactive problem management to reduce Mean Time between Failures ¿ Facilitate Root Cause Analysis meeting for major incident outages to identify corrective action to minimize or prevent further occurrences. ¿ An ITIL qualification and knowledge in MS Power BI are preferable. Strong knowledge in Microsoft Excel and PowerPoint. ¿ Should have excellent communication and reporting skills. ¿ Incident Management experience ¿ Managing incidents including business expectations and communication. ¿ Flexible to work in shifts.