Job Summary

The IT Operations Analyst under Incident Management will primarily be responsible for the day-to-day handling of Major Incident Management responsibilities to help minimize the business impact of a major incident. In this role, you will own the monitoring, incident, communication, live bridge, and troubleshooting management for high severity incidents across all business applications and infrastructure.

Responsibilities

- Owns end-to-end bridge management of P1 and P2 incidents, with potential or actual business impact.
- Communicate incident background and updates clearly via verbal and written channels.
- Write Post-Incident Reports (PIRs) with detailed executive summaries and required technical information.
- Proactively prepare tasks and ensure deadlines are met to support incident management processes.
- Takes ownership of incident resolution and service improvement, acting as a first point of escalation for high priority incidents.
- Ensure that, following the resolution of each incident, that the incident is documented and logged appropriately, ensuring adherence to Service Level Agreements (SLAs).
- Engage with accountable teams during major releases and changes, providing monitoring and clarification.
- Monitor assigned environments, technical assets and/or services for behavior or performance outside of standards or thresholds.
- Identify potential causes and evaluate impact on infrastructure or services.
- Determine appropriate next steps.
- Work on improvise alerting parameters for better monitoring and major incident prevention with monitoring team.
- Matrix management of people, processes and resources including third parties - including resolving conflict to move forward to resolution.
- Regular process reviews and contact updates including test calls and documentation, and train team members accordingly.
- Identify process gaps and contribute to the creation and maintenance of Standard Operating Procedures (SOPs).




- Create and maintain knowledge base articles to support team efficiency.
- Lead efforts to automate processes and improve operational efficiency.
- Ensure completion of shift-end deliverables and effective handover communication.
- Performs other duties as assigned.
- Extended support to Production Control and Transmission tickets whenever requested.

Qualifications

- Education: Degree in Computer Science, Information Technology, or equivalent degree and/or experience.
- Experience: 5+ years experience as an IT analyst, with multiple application platforms and solutions knowledge.
- Experience: 2+ years experience supporting service support processes such as incident, problem, or change management.
- Experience: 2+ years proven customer service experience, and must communicate clearly, courteously and professionally.
- ITIL Foundations certification is preferred.
- Experienced in using ticketing tool and should be able to do thorough analysis using monitoring tools.

Essential Skills

- Incident management and operations support
- Strong leadership and communication skills
- Robust experience in effectively leading and managing activities on multiple simultaneous cross-functional and cross-organizational projects
- Ability to manage high-pressure situations and coordinate cross-functional teams
- Technical proficiency in monitoring tools and incident tracking systems
- Experience in documentation, knowledge management, and process improvement
- Commitment to team development and continuous learning
- Experienced in using ticketing tool and should be able to do thorough analysis using monitoring tools

Other Requirements

- Comfortable working On Call, weekends and/or night shifts for longer periods.

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Incident Manager (Mumbai)
🏢 MoneyGram
📍 Mumbai