: Education Qualification :

- Any Graduate Skills :

- Primary -> Functional | IT Operations Management | Current, Up to date Operational Documentation Library (ODL) | 3 - Experienced

- Primary -> Technology | IT Service Management | Recording and Responding to Incidents | 3 - Experienced

- Secondary -> Behavioral | Aptitude | Data Related Skills | 2 - Knowledgeable

- Tertiary -> Behavioral | Aptitude | Tasks Related Skills | 3 - Experienced

- Tertiary -> Behavioral | Microland Skills | Customer Centricity | 3 - Experienced Certification :

- Technology | IT Service Management Certifications | ITIL Intermediate Certificate

- 1. Define business/operations specific process workflow in a manner which is easy to understand and execute

- 1. Drive goals in synergy with customer CTQs (critical to quality)

- 1. Overcome failure modes by tweaking Service operation procedures or people skills, Propose and implement corrective steps

- 1. Audit as per definition of Incident Management (IM)

- 1. Identify and pick CTQs which are influencers

- 1. Problem Management - Diagnose, Root cause Analysis (RCA), Identify permanent fix, manage Known Error database, SLA, process compliance

- 1. Change Management (CM) - Present and review change plans to identify anomalies, Analyze change records/process and establish trends and problems, Implement change process through training/coaching

- 1.



Configuration Management - Manage defined CM Processes and Procedures for appropriate Scripting, testing, Execution and Closure of the Change Configuration Management

- 1. Identify Configuration Information (Cis); document and maintain as per process. Maintain and manage configuration management database (CMDB) by updating CIs Release Management (RM), Manage Release Plans, analyze quality of tests and test plan.

- 1. Availability Management (AM), Recommend work around as needed with service restoration as the primary goal, Work with other processes such as IM and PM in achieving AM goals

- 1. Financial Management (FM), Manage service billing process as per signed off SOWs with customer

- 1. Capacity Management (CM), Ensure adequate performance and capacity for all IT services, Plan Capacity,

- 1. Manage ITSCM process, Interpreting plans, test reports, etc. Communicate awareness on ITSCM, Integrate ITSCM within BCM (Business continuity management).

- 1. Establish measurement parameters, IT Security Management. Define IT security policies in conjunction with business requirements

- 1. Vendor Management (VM), drive effectiveness of VM Process. Review with Vendors on the SLA Metrics, Steer Service Reviews with customers and handle issues

Location : IND-KA-Bengaluru-Ecospace1B-ML

Created On : 12-Nov-2025

📌 Senior Analyst - Incident Management (Bengaluru)
🏢 Microland
📍 Bengaluru