Technical Analyst

Life on the Team

As a member of the Critical Incident Management team, you will play a key role in ensuring the stability and availability of critical business services. You will collaborate with cross-functional technical teams, service owners, and stakeholders to manage high-priority incidents, drive timely resolutions, and minimize business impact.

What You Will Do

• Manage and coordinate Major incidents to ensure timely resolution and minimal business impact.
• Lead and facilitate Major Incident Management related calls, engaging relevant stakeholders and technical teams during critical incidents.
• Drive incident communication, escalation, and status updates throughout the incident lifecycle.
• Prepare and review Root Cause Analysis (RCA) reports, ensuring corrective and preventive actions are identified and tracked.
• Execute incident management processes in accordance with organizational standards and SLAs.
• Handle additional major incident and problem management-related tasks and responsibilities as assigned by management.
• Collaborate with cross-functional teams to improve service stability and reduce recurring incidents.

What You Will Need

• Strong Critical/Major Incident Management experience
• Expertise in handling P1/P2 incidents
• RCA preparation and problem management
• Excellent stakeholder and communication skills
• Experience with ITIL Incident Management processes
• Ability to work under pressure in a 24x7 support environment (if applicable)
• Comms should be excellent only.

Life on the Team

As a member of the Critical Incident Management team, you will play a key role in ensuring the stability and availability of critical business services. You will collaborate with cross-functional technical teams, service owners, and stakeholders to manage high-priority incidents, drive timely resolutions, and minimize business impact.

What You Will Do

• Manage and coordinate Major incidents to ensure timely resolution and minimal business impact.
• Lead and facilitate Major Incident Management related calls, engaging relevant stakeholders and technical teams during critical incidents.
• Drive incident communication, escalation, and status updates throughout the incident lifecycle.
• Prepare and review Root Cause Analysis (RCA) reports, ensuring corrective and preventive actions are identified and tracked.
• Execute incident management processes in accordance with organizational standards and SLAs.
• Handle additional major incident and problem management-related tasks and responsibilities as assigned by management.
• Collaborate with cross-functional teams to improve service stability and reduce recurring incidents.

What You Will Need

• Strong Critical/Major Incident Management experience
• Expertise in handling P1/P2 incidents
• RCA preparation and problem management
• Excellent stakeholder and communication skills
• Experience with ITIL Incident Management processes
• Ability to work under pressure in a 24x7 support environment (if applicable)
• Comms should be excellent only.