Associate I - Cloud Infrastructure Services
Thiruvananthapuram, Kerala, India
4d ago

Job Description

The Command Centre Analyst role

Provide a 24 x 7 point of contact for IT service issues

Proactively monitor the health of the operations estate

Provide the initial Incident Impact assessment / Validation checking event monitoring and changes and ensuring exact impact is known

Initiate timely communications and engage the appropriate support teams

Role and Responsibilities

Customer Experience Monitoring Activities

Continuous near real time tracking of the end to end customer experience through monitoring tools available

Pre-emptive identification and prevention of incidents, alerting the support team where necessary

Understand service impacts, relate these directly to the CE and report to support team accordingly

Event Monitoring Activities

Detection & Correlation

Monitor for events on components that underpin the e2e critical service, eg network components, servers, mainframes, storage devices, and applications

Detect events and undertake correlation in and across components / domains as appropriate

Minimize disruption to the business through proactively identifying, prioritizing and assessing the impact of any potential service impacting faults / incidents on a customer or service basis

Action Events

Alert and Pass event for Incident to correct resolver group for action following correct processes

Event progress management including updating the support teams of progress for onward communication

Incident Management

Incident Detection & Validation

Correlate to any existing cases, events or ongoing changes

Raise Service Now Incident record and supplier reference when required within required timescales

Incident classification & support

Complete Impact Assessment using information to hand ie monitoring tools / alerts, customer contacts, support groups etc

Assign Priority - ie P1 P4 as above and in agreement with escalation processes where required

Complete initial investigation and diagnostics, actively engaging with support groups to validate business impact and Incident priority

Escalation (functional / hierarchical)

Incident Progression via SNOW dashboard

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