Major incident management Analyst

Job Description: You will be responsible for managing incidents, changes, and problems in an IT Services/support organization. You should have a minimum of 5-8 years of experience in Incident, change, or problem management roles with ITIL Foundation level knowledge. Your role will involve handling Critical/Major Incident Management and chairing P1 bridge calls. You must have excellent stakeholder management skills and be customer-focused to support global teams and vendors efficiently. Attention to detail, proactive problem-solving approach, and the ability to analyze information under pressure are essential. You should also have experience in preventing escalations and using Command Centre technology solutions like ServiceNow. Understanding business impact, urgency, and priority is crucial, along with being a strong team player and fluent in English. Key Responsibilities: - Manage incidents, changes, and problems in an IT Services/support organization - Handle Critical/Major Incident Management and chair P1 bridge calls - Demonstrate excellent stakeholder management skills - Respond quickly to support global teams and vendors - Analyze information, probe the right questions, and reach conclusions under pressure - Prevent escalations and utilize Command Centre technology solutions - Understand business impact, urgency, and priority - Support a collaborative team environment and be open and honest Qualifications Required: - Minimum 5-8 years of experience in Incident, change, or problem management roles - ITIL Foundation level knowledge - Hands-on experience in handling Critical/Major Incident Management - Excellent stakeholder management skills - Ability to analyze information and proactive problem-solving approach - Experience in preventing escalations - Fluent in English written and spoken - Strong team player Job Description: You will be responsible for managing incidents, changes, and problems in an IT Services/support organization. You should have a minimum of 5-8 years of experience in Incident, change, or problem management roles with ITIL Foundation level knowledge. Your role will involve handling Critical/Major Incident Management and chairing P1 bridge calls. You must have excellent stakeholder management skills and be customer-focused to support global teams and vendors efficiently. Attention to detail, proactive problem-solving approach, and the ability to analyze information under pressure are essential. You should also have experience in preventing escalations and using Command Centre technology solutions like ServiceNow. Understanding business impact, urgency, and priority is crucial, along with being a strong team player and fluent in English. Key Responsibilities: - Manage incidents, changes, and problems in an IT Services/support organization - Handle Critical/Major Incident Management and chair P1 bridge calls - Demonstrate excellent stakeholder management skills - Respond quickly to support global teams and vendors - Analyze information, probe the right questions, and reach conclusions under pressure - Prevent escalations and utilize Command Centre technology solutions - Understand business impact, urgency, and priority - Support a collaborative team environment and be open and honest Qualifications Required: - Minimum 5-8 years of experience in Incident, change, or problem management roles - ITIL Foundation level knowledge - Hands-on experience in handling Critical/Major Incident Management - Excellent stakeholder management skills - Ability to analyze information and proactive problem-solving approach - Experience in preventing escalations - Fluent in English written and spoken - Strong team player