Analyst - English, French, Microsoft Windows
About this role
Job Summary
Keywords for searching Profiles .
Monitoring ( Command Center )
Relevant Experience : in years
1-3 years
Summary of the role
Analyst
Job Description in details using Skills , Product names , Certifications etc.
1. Act as a Single Point of contact for all business impacting Incidents (Network & DC Ops + ITIL). Trigger restoration of a failed IT Service as quickly as possible. Facilitate Technical Bridge engaging support teams to ensure faster resolution.
2. Responsible for communicating with the Incident Lead.
3. Responsible for the effective notification from the time incident is made aware.
4. Ensure a PDSM Incident ticket is created and flagged as a problem candidate.
5. Ensure L3 on-call is paged for any active Sev/3 event.
6. When doing turnover if there is an incident that is being turned over, ensure all points of contact are included in the wiki/PDSM. Monitor the incidents to ensure that all incident related artefacts are captured.
7. In the result that offshore creates a ticket and an executive notify is sent, onshore team will take over the ticket for further updating. To cover yourselves, notate in the ticket when the takeover was done. *This applies when there IS NOT a PDSM ticket that was made by onshore*
8. In the result that offshore makes a ticket and onshore has already made one, communicate to offshore that the IT Command Centre’s PDSM ticket will be the parent ticket for the issue.
9. If communication is being done by email and there is a risk for business impact, make sure the Command Center is copied. This will inform everyone what is going.
10. Update any incidents that are open by the end of your shift. *If an issue is to be worked for a certain amount of time make sure that is notated in the WIKI/PDSM
11. Monitor the incidents to ensure that all incident related artefacts are captured.
12. Escalates (Functional/hierarchical) to appropriate level of management on a timely basis to drive incident resolution.
13. Ensure critical incidents are updated with the latest status update and IM process is correctly followed - Quality Assurance.
14. Responsible for driving major incidents within defined time line.
15. Identify, initiate, schedule, conduct incident reviews, prepare Chronology and help CILs / PM to submit Incident Reviews as and when required.
16. Ensure all incidents opened by ITCC are assigned to the support / resolver groups before closure of the call.
17. Responding to mails or calls received at the IT Command Centre Hotline with the defined greeting as agreed by Client on time.
18. Monitoring the status and the progress towards the resolution of all ongoing Incidents.
19. Communicate status and act as the central communication point.
20. Interlock with the technical teams for incident resolution.
21. Ability to get the right support team based on the incident or as requested by business or support personnel.
22. Contacting the User / Customer / Incident Reporter for additional information as and when required
23. Updating the incident record with any additional information.
24. Reviewing / modifying initial incident severity / priority per confirmation or approval from CIL / Business Manager.
Primary Skill
Integrated Command Center, Good Comm. Skills
Secondary Skill
ITIL
Alternate Skills
Certifications Completed
ITIL
Products Used :
Location Details including Post code for onsite if not HCL center : (Optional)
Key Responsibilities
Keywords for searching Profiles .
Monitoring ( Command Center )
Relevant Experience : in years
1-3 years
Summary of the role
Analyst
Job Description in details using Skills , Product names , Certifications etc.
1. Act as a Single Point of contact for all business impacting Incidents (Network & DC Ops + ITIL). Trigger restoration of a failed IT Service as quickly as possible. Facilitate Technical Bridge engaging support teams to ensure faster resolution.
2. Responsible for communicating with the Incident Lead.
3. Responsible for the effective notification from the time incident is made aware.
4. Ensure a PDSM Incident ticket is created and flagged as a problem candidate.
5. Ensure L3 on-call is paged for any active Sev/3 event.
6. When doing turnover if there is an incident that is being turned over, ensure all points of contact are included in the wiki/PDSM. Monitor the incidents to ensure that all incident related artefacts are captured.
7. In the result that offshore creates a ticket and an executive notify is sent, onshore team will take over the ticket for further updating. To cover yourselves, notate in the ticket when the takeover was done. *This applies when there IS NOT a PDSM ticket that was made by onshore*
8. In the result that offshore makes a ticket and onshore has already made one, communicate to offshore that the IT Command Centre’s PDSM ticket will be the parent ticket for the issue.
9. If communication is being done by email and there is a risk for business impact, make sure the Command Center is copied. This will inform everyone what is going.
10. Update any incidents that are open by the end of your shift. *If an issue is to be worked for a certain amount of time make sure that is notated in the WIKI/PDSM
11. Monitor the incidents to ensure that all incident related artefacts are captured.
12. Escalates (Functional/hierarchical) to appropriate level of management on a timely basis to drive incident resolution.
13. Ensure critical incidents are updated with the latest status update and IM process is correctly followed - Quality Assurance.
14. Responsible for driving major incidents within defined time line.
15. Identify, initiate, schedule, conduct incident reviews, prepare Chronology and help CILs / PM to submit Incident Reviews as and when required.
16. Ensure all incidents opened by ITCC are assigned to the support / resolver groups before closure of the call.
17. Responding to mails or calls received at the IT Command Centre Hotline with the defined greeting as agreed by Client on time.
18. Monitoring the status and the progress towards the resolution of all ongoing Incidents.
19. Communicate status and act as the central communication point.
20. Interlock with the technical teams for incident resolution.
21. Ability to get the right support team based on the incident or as requested by business or support personnel.
22. Contacting the User / Customer / Incident Reporter for additional information as and when required
23. Updating the incident record with any additional information.
24. Reviewing / modifying initial incident severity / priority per confirmation or approval from CIL / Business Manager.
Primary Skill
Integrated Command Center, Good Comm. Skills
Secondary Skill
ITIL
Alternate Skills
Certifications Completed
ITIL
Products Used :
Location Details including Post code for onsite if not HCL center : (Optional)
Skill Requirements
Keywords for searching Profiles .
Monitoring ( Command Center )
Relevant Experience : in years
1-3 years
Summary of the role
Analyst
Job Description in details using Skills , Product names , Certifications etc.
1. Act as a Single Point of contact for all business impacting Incidents (Network & DC Ops + ITIL). Trigger restoration of a failed IT Service as quickly as possible. Facilitate Technical Bridge engaging support teams to ensure faster resolution.
2. Responsible for communicating with the Incident Lead.
3. Responsible for the effective notification from the time incident is made aware.
4. Ensure a PDSM Incident ticket is created and flagged as a problem candidate.
5. Ensure L3 on-call is paged for any active Sev/3 event.
6. When doing turnover if there is an incident that is being turned over, ensure all points of contact are included in the wiki/PDSM. Monitor the incidents to ensure that all incident related artefacts are captured.
7. In the result that offshore creates a ticket and an executive notify is sent, onshore team will take over the ticket for further updating. To cover yourselves, notate in the ticket when the takeover was done. *This applies when there IS NOT a PDSM ticket that was made by onshore*
8. In the result that offshore makes a ticket and onshore has already made one, communicate to offshore that the IT Command Centre’s PDSM ticket will be the parent ticket for the issue.
9. If communication is being done by email and there is a risk for business impact, make sure the Command Center is copied. This will inform everyone what is going.
10. Update any incidents that are open by the end of your shift. *If an issue is to be worked for a certain amount of time make sure that is notated in the WIKI/PDSM
11. Monitor the incidents to ensure that all incident related artefacts are captured.
12. Escalates (Functional/hierarchical) to appropriate level of management on a timely basis to drive incident resolution.
13. Ensure critical incidents are updated with the latest status update and IM process is correctly followed - Quality Assurance.
14. Responsible for driving major incidents within defined time line.
15. Identify, initiate, schedule, conduct incident reviews, prepare Chronology and help CILs / PM to submit Incident Reviews as and when required.
16. Ensure all incidents opened by ITCC are assigned to the support / resolver groups before closure of the call.
17. Responding to mails or calls received at the IT Command Centre Hotline with the defined greeting as agreed by Client on time.
18. Monitoring the status and the progress towards the resolution of all ongoing Incidents.
19. Communicate status and act as the central communication point.
20. Interlock with the technical teams for incident resolution.
21. Ability to get the right support team based on the incident or as requested by business or support personnel.
22. Contacting the User / Customer / Incident Reporter for additional information as and when required
23. Updating the incident record with any additional information.
24. Reviewing / modifying initial incident severity / priority per confirmation or approval from CIL / Business Manager.
Primary Skill
Integrated Command Center, Good Comm. Skills
Secondary Skill
ITIL
Alternate Skills
Certifications Completed
ITIL
Products Used :
Location Details including Post code for onsite if not HCL center : (Optional)
Other Requirements
Keywords for searching Profiles .
Monitoring ( Command Center )
Relevant Experience : in years
1-3 years
Summary of the role
Analyst
Job Description in details using Skills , Product names , Certifications etc.
1. Act as a Single Point of contact for all business impacting Incidents (Network & DC Ops + ITIL). Trigger restoration of a failed IT Service as quickly as possible. Facilitate Technical Bridge engaging support teams to ensure faster resolution.
2. Responsible for communicating with the Incident Lead.
3. Responsible for the effective notification from the time incident is made aware.
4. Ensure a PDSM Incident ticket is created and flagged as a problem candidate.
5. Ensure L3 on-call is paged for any active Sev/3 event.
6. When doing turnover if there is an incident that is being turned over, ensure all points of contact are included in the wiki/PDSM. Monitor the incidents to ensure that all incident related artefacts are captured.
7. In the result that offshore creates a ticket and an executive notify is sent, onshore team will take over the ticket for further updating. To cover yourselves, notate in the ticket when the takeover was done. *This applies when there IS NOT a PDSM ticket that was made by onshore*
8. In the result that offshore makes a ticket and onshore has already made one, communicate to offshore that the IT Command Centre’s PDSM ticket will be the parent ticket for the issue.
9. If communication is being done by email and there is a risk for business impact, make sure the Command Center is copied. This will inform everyone what is going.
10. Update any incidents that are open by the end of your shift. *If an issue is to be worked for a certain amount of time make sure that is notated in the WIKI/PDSM
11. Monitor the incidents to ensure that all incident related artefacts are captured.
12. Escalates (Functional/hierarchical) to appropriate level of management on a timely basis to drive incident resolution.
13. Ensure critical incidents are updated with the latest status update and IM process is correctly followed - Quality Assurance.
14. Responsible for driving major incidents within defined time line.
15. Identify, initiate, schedule, conduct incident reviews, prepare Chronology and help CILs / PM to submit Incident Reviews as and when required.
16. Ensure all incidents opened by ITCC are assigned to the support / resolver groups before closure of the call.
17. Responding to mails or calls received at the IT Command Centre Hotline with the defined greeting as agreed by Client on time.
18. Monitoring the status and the progress towards the resolution of all ongoing Incidents.
19. Communicate status and act as the central communication point.
20. Interlock with the technical teams for incident resolution.
21. Ability to get the right support team based on the incident or as requested by business or support personnel.
22. Contacting the User / Customer / Incident Reporter for additional information as and when required
23. Updating the incident record with any additional information.
24. Reviewing / modifying initial incident severity / priority per confirmation or approval from CIL / Business Manager.
Primary Skill
Integrated Command Center, Good Comm. Skills
Secondary Skill
ITIL
Alternate Skills
Certifications Completed
ITIL
Products Used :
Location Details including Post code for onsite if not HCL center : (Optional)
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