Service Operations Analyst

About the Role
The Role: We're looking for a highly motivated individual who will work as an Incident Commander to provide support over Major Incidents. The ideal candidate will need to work in rotational shift. They must possess excellent communication and coordination skills with both technical and non-technical individuals alike. The role is based in our Mumbai office. 3 to 8 years of Incident Management experience.
Skill Requirements

• 3 to 8 years of experience in Major Incident Management role.
• Excellent English communication skills and should have experience in international technical processes.
• Sound understanding and experience on IT Service Management - Incident, Problem, Change Management & Continual Service Improvements.
• IT Major Incident Management experience required (Understanding enterprise level platforms)
• Good understanding of monitoring tools such as NewRelic / VictorOps / Splunk / Control-M / Entuity
• Understanding of Change Management process
• Ability to facilitate conversations and collaboration with large groups of stake holders.
• Ability to translate technical incidents into business terms
• Good understanding of CMDB and ITIL best practices
• Prioritizing and Multitasking on multiple requests at the same time

Responsibilities:

• Work on daily Major Incidents as an Incident Commander.
• Classification of Incidents and according to priority and create incident tickets.
• Quick creation of Incidents and set up communication channels for all affected stake holders.
• Ensure all required stake holders have joined the incident bridge.
• Escalate in time to the right stake holders.
• Create an incident action plan and coordinate the same with stake holders.
• Train team members on the incident action plan.
• Making a step-by-step action plan and do the necessary follow up accordingly.
• Identifying which team members are needed for the ongoing incident
• Governance - Ensure SOP's are followed
• Prioritizing tasks based on safety and company needs
• Communicating the plan to team members
• Keep teams calm and focused
• Review Incident and have continuous improvement to have a better MTTA and MTTR.
• Good understanding and experience of IT technologies-Network, Data Center, Cloud, End User Computing. Application Management practices.
• Enthusiasm to learn new technologies, make new contacts and influence the way IT operates
• Ability to build strong relationships with key stake holders.
• Work towards continual process improvements to eliminate gaps.
• Ability to think critically and understand the dependencies in connected systems.
• Ability to work effectively and efficiently with minimal supervision.
• Conducting Post incident reviews and weekly status reviews
• Drives improvements within Incident Management process
• Passion for solving operational and business problems.
• Exposure to large enterprise monitoring in a multi-location environment.
• Additionally, willing to manage Change Management processes in a 24x7 environment.
• Willing to work in a 24x7 environment.

Advantages

• Good understanding of IT infrastructure in an Enterprise Environment
• ITIL V3/V4 certified and Intermediate
• Excellent listening and questioning skills, combined with the ability to interact confidently with users to establish what the problem is and explain the solution.

Morningstar is an equal opportunity employer.
I10_MstarIndiaPvtLtd Morningstar India Private Ltd. (Delhi) Legal Entity
Morningstar's hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. We've found that we're at our best when we're purposely together on a regular basis, at least three days each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.