Job Description

About Tredence

Tredence is a global analytics services and solutions company. We are one of the fastest growing private companies in the country for three straight years according to the Inc. 5000 and we continue to set ourselves apart from our competitors by attracting the greatest talent in the data analytics and data science space. Our capabilities range from Data Visualization, Data Management to Advanced analytics, Big Data and Machine Learning. Our uniqueness is in building Scalable Big Data Solutions on Onprem/GCP/Azure cloud in a very cost effective and easily scalable manner for our clients. We also come in with some strong IP and pre-built analytics solutions in data mining, BI and Big Data.

Job Summary

Manage the performance standards and practices of ITSM, Delivery Assurance, risk and issue mitigation for service quality and excellence

Job Location

Bangalore / Chennai / Gurgaon / Pune

Roles & Responsibilities

Incident Manager:
Manages the process to restore normal service operation as quickly as possible to minimize the impact to business operations.

Responsibilities
Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
Responsible for communicating with the Incident Process Owner
Point of contact for all Major Incidents and Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.
Monitor the incidents to ensure that the Service Level Agreement are respected
Identify, initiate, schedule, and conduct incident reviews
Ensure the closure of all resolved and end-user confirmed Incident records
Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.

Problem Management:
Recording of all problems; RCA investigation, obtaining root cause diagnosis; agreement and tracking of corrective action measures; Delivering RCA document to account teams.

Responsibilities
Appropriate dissemination of technical and business impact after Critical failure incidents to Tredence clients
Ensure Major problems have the correct level of management escalation and visibility through timely creation of RCA's
Obtain complete root cause diagnosis for problems through Fish Bone Analysis and 5 why technique and perform appropriate actions to prevent re-occurrence through solution implementation

Qualification & Experience

Essential Requirements and Desirable Requirements :

• 4 to 5 years of professional experience
• 5+ Years of ITIL Change Management, Incident Management & Problem Management in Managed Services experience.
• Key Stakeholder Liaison- Regular and ad-hoc meeting reviewing issues with the key stakeholders
• Experience as a metrics analyst and responsible to deliver professional reports accurately.
• Proven ability to work both independently and within a team environment in a challenging environment. Conflict and pressure management
• Strong technical aptitude, with proficiency and knowledge of Reporting tools, software and operating systems environments
• Refined customer service, communication, problem solving, negotiating, planning and organizational skills
• Bachelors' degree
• ITIL Practitioner, ITIL V3/V4 Intermediate and some advance level education

Competencies

Think Impact

Tech Skill2

Do the right thing

Be Entrepreneurial

Tech Skill3

Constantly Curious

Tech Skill1

Pursue Excellence

Tech Skill4

Tech Skill5

Why Join Tredence?

There is a reason we are one of the fastest growing private companies in the country! You will have the opportunity to work with some of the smartest and fun-loving people in the data analytics space. You will work with the latest technologies and interface directly with the key decision stakeholders at our reputed clients, some of the largest and most innovative global business brands. Our people are our greatest asset and we value every one of them. We are an equal opportunity employer who adhere to our core values & reflect this in our day to day life. So, please come & see why we're so successful in one of the most competitive and fastest growing industries in the world.