Sr IT Analyst - Incident Mgmt
Honeywell
Join a team recognized for leadership, innovation and diversity
Sr. IT Analyst- IT Critical Operations
Join a team recognized for leadership, innovation, and diversity
Sr. IT Analyst is a member of the IT Service Management Operations organization, and this position is primarily responsible for driving technical bridges, providing timely communications and end-to-end ownership of priority incidents affecting availability of IT applications/services. The scope of this role includes providing critical incident management support and coordination of timely service restoration, in partnership with Application/Service Owners, for 24X7 Major/Critical incidents. Key to your success will be the quality of communication, data analytical skills and adherence to established ITSM processes across service restoration. This role will contribute to IT Operations KPI outcomes, ITSM process improvements, automations, and partner with Service Owners for Continuous Service Improvement from discovered opportunities captured during critical incident events. This role reports to the IT Operations Incident Response Manager.
Key Responsibilities
• Serve as key facilitator in driving exceptionally fast recovery of critical priority incidents with technical bridges in real-time with application and service owners for end-to-end service restoration across an incident lifecycle via defined ITSM processes.
• Partner with Incident Response Manager to contribute to team priorities across assigned shift, including:
Ensure Incident stakeholder communications maintain a timely cadence with utmost clarity
Facilitate coordination of technical resources engaged for service restoration
Correlate alerts to outages and critical service availability
Validate/review Incident severity & impact
Hold technical teams accountable for progress and communication
IT Operations awareness, including familiarity with Change Management and activities in the operational environment
Understand and capture emergency change test and backup plans
Ensure consistency in data capture per procedures and ServiceNow capabilities
Grow technical knowledge of core services and scaled restoration techniques
• Contribute to Continuous Service Improvement (CSI), including SLA and KPI outcomes.
• Ensure timely incident analysis and problem investigations.
• Ability to work in 12x7 IT operations shift schedule.
YOU MUST HAVE
• Bachelor's degree in IT or related Engineering discipline, or equivalent work experience in IT Operations.
• 4+ years of IT critical/major Incident Management exceptional experience with technical competency with technical bridge facilitation skills.
• 1+ years of ServiceNow experience with reporting capabilities in Incident Management.
• Multitasking ability to lead troubleshooting in ambiguous situations with high pressure, fast paced environment with vendor, leaders and SMEs
• Data analytical skills to use data to drive improvements (Microsoft suite)
WE VALUE
• Excellent oral and written communication skills communicating across all levels of an organization amidst service restoration.
• Demonstrated excellence of IT troubleshooting approaches for timely IT service restoration.
• Strong understanding and demonstrated knowledge of ServiceNow ITSM capabilities.
• ITIL V4 certified
• Exceptional time management skills. exceptional project management / project leadership proven behaviors.
• Experience delivering IT service restoration in a 24x7 operation.
• Programming or automation experience
• Experience with supporting mission critical IT operations is a must.
• Demonstrated ability to work under pressure with exceptional time management skills
• Strong knowledge of IT business processes and practices.
• Skilled in partnering with IT stakeholder service owners to define issues, identify solutions, and facilitate timely change for service restoration.
• Strong interpersonal skills - effective listening and teaming.
• Self-motivated, demonstrated bias for action.
Additional Information
Sr. IT Analyst- IT Critical Operations
Join a team recognized for leadership, innovation, and diversity
Sr. IT Analyst is a member of the IT Service Management Operations organization, and this position is primarily responsible for driving technical bridges, providing timely communications and end-to-end ownership of priority incidents affecting availability of IT applications/services. The scope of this role includes providing critical incident management support and coordination of timely service restoration, in partnership with Application/Service Owners, for 24X7 Major/Critical incidents. Key to your success will be the quality of communication, data analytical skills and adherence to established ITSM processes across service restoration. This role will contribute to IT Operations KPI outcomes, ITSM process improvements, automations, and partner with Service Owners for Continuous Service Improvement from discovered opportunities captured during critical incident events. This role reports to the IT Operations Incident Response Manager.
Key Responsibilities
• Serve as key facilitator in driving exceptionally fast recovery of critical priority incidents with technical bridges in real-time with application and service owners for end-to-end service restoration across an incident lifecycle via defined ITSM processes.
• Partner with Incident Response Manager to contribute to team priorities across assigned shift, including:
Ensure Incident stakeholder communications maintain a timely cadence with utmost clarity
Facilitate coordination of technical resources engaged for service restoration
Correlate alerts to outages and critical service availability
Validate/review Incident severity & impact
Hold technical teams accountable for progress and communication
IT Operations awareness, including familiarity with Change Management and activities in the operational environment
Understand and capture emergency change test and backup plans
Ensure consistency in data capture per procedures and ServiceNow capabilities
Grow technical knowledge of core services and scaled restoration techniques
• Contribute to Continuous Service Improvement (CSI), including SLA and KPI outcomes.
• Ensure timely incident analysis and problem investigations.
• Ability to work in 12x7 IT operations shift schedule.
YOU MUST HAVE
• Bachelor's degree in IT or related Engineering discipline, or equivalent work experience in IT Operations.
• 4+ years of IT critical/major Incident Management exceptional experience with technical competency with technical bridge facilitation skills.
• 1+ years of ServiceNow experience with reporting capabilities in Incident Management.
• Multitasking ability to lead troubleshooting in ambiguous situations with high pressure, fast paced environment with vendor, leaders and SMEs
• Data analytical skills to use data to drive improvements (Microsoft suite)
WE VALUE
• Excellent oral and written communication skills communicating across all levels of an organization amidst service restoration.
• Demonstrated excellence of IT troubleshooting approaches for timely IT service restoration.
• Strong understanding and demonstrated knowledge of ServiceNow ITSM capabilities.
• ITIL V4 certified
• Exceptional time management skills. exceptional project management / project leadership proven behaviors.
• Experience delivering IT service restoration in a 24x7 operation.
• Programming or automation experience
• Experience with supporting mission critical IT operations is a must.
• Demonstrated ability to work under pressure with exceptional time management skills
• Strong knowledge of IT business processes and practices.
• Skilled in partnering with IT stakeholder service owners to define issues, identify solutions, and facilitate timely change for service restoration.
• Strong interpersonal skills - effective listening and teaming.
• Self-motivated, demonstrated bias for action.
Additional Information
- JOB ID: HRD250390
- Category: Information Technology
- Relocation Tier: Not Applicable
- Security Clearance:
- Aviation Authority (FAA for US):
- Band: 03
- Referral Bonus: 15000
- Requisition Type: Standard Requisition
- US Citizenship:
- FLSA Statement:
- FLSA CODE: Exempt
JOB SUMMARY
Sr IT Analyst - Incident MgmtHoneywell
Bengaluru
10 days ago
N/A
Full-time