NEC SWS is hiring Incident Analyst professionals for Mumbai Airoli location.
Experience : 3 to 6 years
The successful candidate will be responsible for:
- Managing and owning Major Incidents as and when they are reported following the Major Incident process.
- Communicating Major Incident information to all internal and external stakeholders via email SMS throughout the Major Incident lifecycle.
- Organising and running of conference calls and technical bridges with multiple parties during Major Incident activities.
- Completion of the Major Incident Dashboard tracker throughout the Major Incident lifecycle to allow stakeholders visibility of live Major Incidents as well as accurate data to perform trend analysis upon.
- Organising and running of Post Incident Review calls post-Major Incident resolution.
- Completion and distribution of Major Incident Reports within expected SLA deadlines.
- Completion of any training assigned to you by the set deadline (providing and receiving).
- Escalation of any personnel or procedural issues to the appropriate sponsor in a timely and appropriate manner.
- Detailed handover of live Major Incidents to the next responsible Incident Analyst at shift end.
- Support the analysis of incident case flows volumes working with all teams to increase case handling efficiencies
- Champion the adherence to the Major Incident process during live Major Incidents.
- Contributing to and supporting the service improvement programme.
The Incident Analyst will also be responsible for the following against an assigned account:
- Ensuring the account Incident and Major Incident process and appendix documents are regularly reviewed in accordance with internal NPS Policies.
- Ensuring any ad-hoc updates to process documents and appendix documents including scopes, distribution lists and escalation matrices are completed and maintained.
- Completion and distribution of monthly account level Major Incident reporting withi