NEC Software Solutions (India) Looking for Senior Major Incident at Mumbai, Maharashtra, India Full Time

Our Parent Organization, NEC Corporation, is a 25 billion Company with offices spread across the globe.

NEC is a multinational provider of information technology (IT) services and products, headquartered in Tokyo Japan with 122 years of experience in evolution with technology and innovation. It is recognized as a ‘Top 50 Innovative Company’ globally

NEC Corporation has established itself as a leader in the integration of IT and network technologies while promoting the brand statement of “Orchestrating a brighter world.”

NEC enables businesses and communities to adapt to rapid changes taking place in both society and the market as it provides for the social values of safety, security, fairness and efficiency to promote a more sustainable world where everyone has the chance to reach their full potential.

NEC Software Solutions (India) Private Limited! is based in Mumbai (Worli & Airoli) and Bangalore with an employee strength of 1500+.

It is one of the foremost providers of end-to-end IT services across various sectors.

We work with diverse industry verticals which include publishing, media, financial services, retail, healthcare and technology companies around the world. Our customers range from two-person startups to $bn listed companies.

We have more than 30 years of experience in providing end to end IT services across the globe and have earned a reputation for delighting our customers by consistently surpassing expectations and helping them deliver robust, market-ready software products that meet the highest standards of engineering and user experience.

Supported by more than 1300 exceptionally talented manpower, we are a hub for offshore support and technology services

Job Description

Please note this role follows a Hybrid working model – you will be required in the office as per the pattern of shifts (Monday, Tuesday & Wednesday)

The Incident Analyst is responsible for managing and documenting High Priority Major Incidents for NECSWS customers. The position requires strong communication skills to lead resolution activities, drive actions forward, and challenge stakeholders to prioritise Incident resolution.

The Senior Major Incident Analyst will perform the same activities as a Major Analyst role but with the additional responsibilities of managing process escalations, co-ordinating the team to ensure they react to the demands of their roles, perform quality checks for the team, co-ordinate the CST resourcing function, develop/streamline the Major Incident processes via continuous improvement methodologies, monitor the team’s performance and activities escalating all issues to the Major Incident Manager.

The role demands that the candidate has excellent business writing and grammatical skills. A large part of the role is to document the Major Incident activities within a business and customer-facing Major Incident Report.

The successful candidate will be required to work 37.5 productive hours per week, constituting 5×8.5 hour shifts with a 1-hour lunch between 12:30 pm– 12:30 am. The successful candidate will also be part of a 1-week on-call rota to cover Major Incidents outside of normal business hours.

The successful candidate will be responsible for:

• Identify process gaps and escalate to manager where required suggesting resolutions where possible.
• Be the first escalation point for all issues escalating the to the team Manager where required.
• Work closely with all Service Management Senior and Managers to align process for best working practices.
• Be involved in all Major Incidents to support the MI Analyst ensuring process adherence and quick resolution times.
• Monitor team workload in particular emails, MIR distribution times and account knowledge spot-checks, delegating workload where necessary.
• Create, maintain, and improve documentation where required.
• Chair team meetings where required.
• Ensure Daily/Weekly/Monthly reporting is completed and distributed within the expected timeframes.
• Complete weekly quality and performance checks on all team members.
• Create and develop coaching and training plans for all team members ensuring any team training gaps are escalated to the manager.
• Organise Major Incident overview training for any new NEC employees across the business.
• Be involved in recruitment activities lead by your manager.
• Act as the point of contact for the team when the manager is unavailable.

Qualifications

• 5 Year + Experience working in a team within any Service Management function.
• Excellent spelling and grammatical skills.
• Ability to make decisions and take ownership under pressure.
• Knowledge of ITIL functions / previous working experience in ITIL Service Management roles.

Qualifications

Any graduate.

Additional Information