The Incident & Problem Management Analyst will ensure a cohesive incident and problem management practice for Inspire Shared Services. The role will lead the Major Incident process for Inspire Shared Services focusing on E-commerce and Infrastructure. The role will be responsible for engaging and triaging Major Incidents to the proper team. The role will also be responsible for communicating to Senior Leadership status reports to incident completion. Outside of Major Incident, the role will also manage the problem management practice. Driving the long-term incident reduction through root cause analysis and problem management while leveraging best practices according to the ITIL framework.Working with Stakeholders to drive problems to resolution.

The role will report directly to the Manager of Incident and Problem Management.

RESPONSIBILITIES:
- Identify and classify problems and their root causes and provide timely resolution to prevent recurring incidents.
- Responsible for identifying and managing of current problem tickets as well as driving the problem to proper resolution.




- Investigate and diagnose problems using relevant subject matter experts to assess and analyze root causes.
- Coordinate process and resources to resolve outages and systemwide problems.
- Manage process for communicating outage/emergency activities to the organization.
- Triage technical communication bridge during outages and systemwide problems to ensure key resources are working towards resolution.
- Drive Root Cause Analysis by working with internal/external business and technical teams when outages occur once the system is reliable.
- Interacts and communicates with end-users, management, vendors, and IT personnel incident status in a timely manner.
- Maintain knowledgebase repository and ensure quality procedures and solutions are available to the staff.

EDUCATION AND EXPERIENCE QUALIFICATIONS:
- Bachelor's degree in Computer Science, Management Information Systems, or a related fiel

📌 ITSM Analyst (Hyderabad)
🏢 Inspire Brands Hyderabad Support Center
📍 Hyderabad