NEC SWS is hiring Incident Analyst specialists 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