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Job title: service management senior analyst
Location: gurgaon, india
Experience: 7 – 10 years
Notice period: immediate to 30 days
Experience: 7-10 years with strong technical and hands-on experience with working in itil based service management and processes framework in financial services, preferably investment banking, trading and administration domain.
Hierarchy: selected candidate would be working in the capacity of a senior analyst which is an individual contributor role in the it service management team and will be reporting directly to the team lead for this teamThe overall purpose for itsm is to facilitate visibility and governance focusing on continual service improvement and provide value to the business with speed, agility, and automation.
Role & responsibilities:
As a senior analyst, you will be accountable for the coordination of daily activities that are essential to support and drive the service management and lifecycle processes as outlined below.
Change management – schedule, plan, and drive daily cab (change approval board) meetings and workbench comprising of itsm lead, cab managers and various change request presentersDefine filter criteria that determines which change requests are included in any occurrence of a cab meetingReview and authorize change requests and review recently implemented changesConduct risk and impact analysis prior to the cab meetingsTrack change requests to ensure that required solution changes are accurately described and reviewed by the proper change control boards, responses are coordinated and provided through the review process, and to ensure that all records meet compliancy standards as agreed in the change management process and procedure.
Post incident reviews – schedule, plan, and drive incident post-mortem meetingsDiscuss incident root cause, mitigation, and preventive measures with the participantsDocument meeting minutes and circulate among necessary stakeholdersEnsure data quality on incident records is in-line with the incident management process and procedure.
Problem management – create problem and problem task records as per the incident pir’sFollow-up on progress with task owners to ensure they complete analysis in a timely manner to meet sla requirementsEnsure that problem records are created with all the needed details from the incidents.
Service reporting – provide operational reporting to facilitate business decision-making and technology activitiesThis includes multiple reports & dashboards – daily, weekly, monthly on incidents, problems, changes with various filter criteria, metrics, and dimensions.
Active participation and contribution to other service management initiatives and projects in the field of configuration management (cmdb) databases, common service data modelling (csdm), capacity management, availability management.
Maintain a close working relationship with it service reliability engineers, incident & problem managers, and key stakeholders to ensure any service-related issues are managed effectively.
Responsible to identify and report on noncompliance situations.
Help analyse business and it performance data to discover opportunities for service improvement
Contribute to support knowledge bank containing knowledge articles, procedures
Mandate:
Experience with working in service management function in financial services, preferably investment banking, trading and administration domain leveraging trading-based applications in front / middle and back office.
Strong knowledge and working experience in itil practices like incident management, change management, problem management, and other areas like configuration management and capacity management.
Experience with creating and generating various kinds of operational reports and dashboards.
Hands on experience with the reporting and data visualization tools (such as power bi) to be able to develop, update and maintain the dashboards, as neededBasic understanding of the database, data models and hands-on experience with writing sql queries.
Working knowledge and understanding of the itil framework with prior working experience in servicenow as a itsm solution.
Hands-on experience with itsm tools, such as servicenow
Fundamental knowledge of financial markets, trading, and instruments such as stocks, equities, bonds, derivatives (futures, options) etc
Proficiency in power bi, excel, powerpoint, and servicenow
Excellent analytical & problem-solving skills
Strong communal working style, ability to work effectively as part of a global team and independently
Active listening skills, with effective verbal and written communication with stakeholders at different levels in the organization
Customer service-orientation with a diverse stakeholder group
Nice to have: investment banking or trading domain background
Nice to have: experience and/or exposure python or similar automation technologies
Itil v3 or v4 certified would be preferred
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