IT Reliability & Incident Lead

In this role as an IT Ops Analyst - Incident Commander at Costco Wholesale India, your primary responsibility will be to coordinate, escalate, communicate, and resolve high-priority eCommerce incidents and problems. You will also be involved in identifying trends, defining processes, and refining current and future state eBusiness operations support processes. Additionally, you will play a key role in driving Root Cause Investigations for the eCommerce environment. Roles & Responsibilities: - Define, capture, and validate IT requirements and other artifacts with appropriate stakeholders. - Develop key team deliverables and dashboards. - Document and manage risks, issues, assumptions, and constraints impacting operational support efforts. - Implement standards, processes, and procedures for new technology solutions while ensuring no negative impact on current service commitments. - Manage incident and problem management processes and team members involved in resolving incidents and problems. - Respond to reported incidents and initiate the incident management process. - Act as the point of contact for all major incidents. - Analyze internal IT customer needs and priorities and initiate operational support and delivery efforts. - Ensure timely and clear communication regarding high-priority issues with appropriate stakeholders. - Track supplier performance and conduct presentations as needed. - Monitor and analyze reported incidents to ensure SLAs are respected and appropriate actions are taken. - Facilitate collaboration with problem management for successful incident transition and resolution. - Establish continuous process performance, review activities, roles, and responsibilities. - Undertake continual service improvement activities and report SLAs and KPIs. Experience Required: - Excellent verbal and written communication skills. - Strong interpersonal skills and ability to work well with people at all levels. - Detail-oriented with strong problem-solving skills. - Organized and thorough with a dedication for follow-through. - Responsible, conscientious, and passionate for excellence. - Innovative, creative, and responsive to service quality improvements. - Good understanding of corporate IT policies, procedures, and standards. - Available for on-call coverage 24X7 and support off-hours work as required. Must Have Skills: - Familiarity with ServiceNow. - Experience with statistical analysis and reporting. - Knowledge of multiple Costco business areas from an IT perspective. - IT Infrastructure Library (ITIL) V3 Foundation certification. - Proficient in Google Workspace applications. In this role, you will have the opportunity to work in a collaborative environment and drive innovation to establish IT as a core competitive advantage for Costco Wholesale. Your contributions will be essential in ensuring the smooth operations of eCommerce incidents and problems, as well as in implementing process improvements and driving service quality enhancements. In this role as an IT Ops Analyst - Incident Commander at Costco Wholesale India, your primary responsibility will be to coordinate, escalate, communicate, and resolve high-priority eCommerce incidents and problems. You will also be involved in identifying trends, defining processes, and refining current and future state eBusiness operations support processes. Additionally, you will play a key role in driving Root Cause Investigations for the eCommerce environment. Roles & Responsibilities: - Define, capture, and validate IT requirements and other artifacts with appropriate stakeholders. - Develop key team deliverables and dashboards. - Document and manage risks, issues, assumptions, and constraints impacting operational support efforts. - Implement standards, processes, and procedures for new technology solutions while ensuring no negative impact on current service commitments. - Manage incident and problem management processes and team members involved in resolving incidents and problems. - Respond to reported incidents and initiate the incident management process. - Act as the point of contact for all major incidents. - Analyze internal IT customer needs and priorities and initiate operational support and delivery efforts. - Ensure timely and clear communication regarding high-priority issues with appropriate stakeholders. - Track supplier performance and conduct presentations as needed. - Monitor and analyze reported incidents to ensure SLAs are respected and appropriate actions are taken. - Facilitate collaboration with problem management for successful incident transition and resolution. - Establish continuous process performance, review activities, roles, and responsibilities. - Undertake continual service improvement activities and report SLAs and KPIs. Experience Required: - Excellent verbal and written communication skills. - Strong interpersonal skills and ability to work well with people at all levels. - Detail-oriented wi