IT Service and Incident Analyst II (India Nightshift starting at 10:30 p.m. IST) at Global Payments

Noida, Uttar Pradesh, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

FinTech, Payments, Financial ServicesIndustries

Requirements

Bachelor's Degree (Major in Computer Science strongly preferred; other majors considered; willing to accept additional experience in lieu of a degree)
Typically Minimum 2 Years Relevant Experience with various technologies and IT Services
Preferred: ITIL Foundations (current version) certification

Responsibilities

Enters and participates in the scope and impact evaluation of an incident into the corporate ticketing system and Incident Tracking System to document the status and resolution of incidents
Annotates the steps taken to reach incident milestones to create a technical timeline within the incident tracking system and close the ticket when service has been restored
Engages, escalates, and communicates notifications as needed to level 3 technical support, management, and critical incident management; opens Meet Me Lines (MML) for technical teams to gather and begin working towards a resolution
Coordinates internal technical and business teams in the resolution of incidents impacting client service delivery and in the identification of action plans; provides technical feedback for communication to internal and external clients
Assesses incident criteria to determine if formal root cause analysis is needed; collaborates with Technical resources to determine the root cause of an incident and provides a written incident report within the Client SLA/OLA delivery time
Provides problem management action plans within appropriate timescales; escalates as needed; assists other Senior Analysts with trend analysis, action recommendations, and action tracking
Ensures all change activities follow appropriate processes for planning and authorization; ensures supplier change processes are aligned to client contractual requirements
Champions and supports the change management function, ensuring understanding and compliance with standard methods, processes, and procedures from all internal and external parties
Facilitates the service transition process by maintaining the product catalogue in line with current business requirements
Participates in the continual service improvement process by providing feedback concerning their role and key data points to enhance existing processes and services in line with enterprise policy