AstraZeneca Looking for Senior Analyst- IT Service Operations Support Analyst at Chennai, Tamil Nadu Full Time

The role of Service Operations Support is to work as part of a regional team of IT professionals focused on AZ IT service continuity through use of technologies providing observability, proactive monitoring and alerting to manage the health and availability of the IT infrastructure, applications and services. The team will work with the tools, data and alerts to prevent the occurrence of unplanned outages and spot anomalies with the aim of taking preventative action or instigate speedy investigation to minimise business disruption. For their shift window, as part of a 24/7/365 service, they will support all priority incident investigations to appropriate processes and standards, they will also support the accurate handover to the next shift. The role holder will remain compliant with processes of Incident, Major Incident, Event and Problem Management during and post the incident investigations including bridge calls.

Accountabilities:
The Service Operations Support Analyst will be supporting the ‘run’ of the daily service in the Command Centre areas, including:

Service Operations: From shift handover support the Service Operations Manager with the daily running of the Command Centre Service ensuring that events captured via monitoring tools and processes are analysed to determine criticality of the issue and then taken forward. Ensure thorough analysis of all incoming priority incidents from Service Desks and that all required information is captured from CMDB and other sources to support speedier resolution. Support the priority incident bridge calls and any in-flight incidents that span across shift-windows, sharing all relevant knowledge and updates during the handover to ensure the resolution continues at pace.

Major Incident: support the Service Operations Manager and Regional MIM Lead during any ‘war room’ engagements until service returns to normal, including shift handoffs as necessary. Ensure all information is available, accurate, shared and recorded in for ownership of resolution including vendors.

Communications: support the Service Operations Manager with the dissemination of communications according to process for service-impacting events. Ensure that there is awareness as relevant across business technology groups and/or site IT technical teams, prepare any information needed for daily ‘pulse’ calls.

Service Management: Adhere to the ITSM processes Incident, Major Incident, Event management. Support the Command Centre Team in ensuring all IT personnel, including those in Marketing Companies, are following processes per established SOP’s as part of any incident investigation.

Technologies: Use monitoring and alerting tools daily and analyse alerts to determine criticality and response required.

Continuous Service Improvement: supporting the Command Centre Team Leads to identify any areas within our own processes and day-to-day run of Command Centre for improvement or automation.

Collaboration: ensure open, honest and productive collaboration through matrix teams in ETS.

Function / Team / Location / Stakeholders

The IT Service Operations Support Analyst will be a member of a Command Centre Regional Team and reports to the Regional Major incident management lead.

The Command Centre service is 24x7x365 in a shift pattern to ‘follow-the-sun’ of a given business day and may require some unsociable hours of work during critical issue management and handovers, predominantly EMEA hours.

The key stakeholders for this role are:
Command Centre Director & Regional MIM Leads

Global Service/Application Owners

Remote Channel Service Leads e.g. Service Desks

Business Technology Group Service Leads

Site IT Technical Leads

Essential Skills & Experience required:
Fluent in English written and spoken.

5-8 years of minimum experience, working in a IT Services/support organisation in Incident, change or problem management roles.

ITIL Foundation level knowledge, hands on experience in handling Critical/Major Incident Management

Excellent stake holder management, experience in handling/chairing P1 bridge calls.

Customer focused and able to respond quickly to situations to support global teams and vendors.

Attention to detail and able to assimilate information and proactive approach to problem-solving.

Ability to analyse information, probe the right questions and reach a conclusion sometimes under pressure.

Experience in managing issues and preventing escalations as much as possible.

Experience of use of Command Centre technology solutions, including ServiceNow or similar ITSM Toolset.

Ability to be open, honest and support a collaborative team environment.

Experience in understanding business impact, urgency, and priority.

Strong team player.