General information

Country
India
State
Telangana
City
Hyderabad
Department
Development
Job ID
28507

Description & Requirements

Position: Service Management Analyst (Root Cause Analyst)

Location Hyderabad

Primary Responsibilities:

·       The person is responsible for the analysis of root causes of all P1 incidents handled by the VNOC team, he/she owns and drives the coordination of this process resulting to a solid and comprehensive retrospective document.

·       The person is also expected to closely collaborate with the VNOC team who will prepare the final report out to external customers and stakeholders.

·       The person is also expected to collaborate with the different cloud and support teams, as well as with their respective management chains to understand processes and procedures relating to product support and the overall customer experience.

Secondary responsibilities:

              Major Incident Management manager:

·       Work across one or more shifts in a 24x7x365 operational team (on-call on weekends), whose primary function is to drive critical incidents (P1) impacting services to global external customers.

·       Manage outages, driving and coordinating resolution, including calls, escalation and timely notification to customers, and to all senior and executive stakeholders across the company.

·       Ensure that Incident records are fully documented both during and after the Incident, including gathering and recording the full incident timeline of events.

Consolidated Maintenance Window Coordinator:

·       Manage the Consolidated Maintenance Week (CMW) activities to ensure all activities adhere to operational processes and are completed according to schedule.

·       Release regular communications to internal and external stakeholders regarding the status of the CMW activities.

·       Help escalate issues encountered during the CMW activities and ensure resolution to keep the activities on track.

Key Skills

·       Experience in managing meetings with different stakeholders to drive root cause analysis after each P1 outages.

·       Driving complex problems with information technology software and hardware to resolution through the collaboration with different support teams

·       Extensive technical experience – a strong individual contributor role in other application or infrastructure organization.

·       Knowledge on the Amazon Web Services (AWS) platform is a plus.

·       Ability to coordinate a large group of technical contributors during high severity incidents and retain control of fast-paced conference calls.

·       Ability and confidence to act with decisive confidence and exercise influence over a wide range of individuals at all levels of technical & business leadership.

·       Ability to multi-task and make sound judgments in a fast-paced, high stress environment.

·       Technical breadth to be able to ask the right questions, collect the responses and set actions based on information – also to challenge information if the response does not fit the situation.  Effectively communicating critical incidents and status of RCA activities to executive management and external customers.

·       Proficiency in technology tools both internal tools and off the shelf tools (ex. ServiceNow, PagerDuty, CloudSuite Portal, and StatusCast).

·       Use root cause analysis methods (ex. Fish bone diagram, 5 Why’s, etc…) to come up with sound business and technical analysis.


Infor Values:

Our Guiding Principles set the standard for how we work with one another. They define who we are as an organization and guide everything we do. By applying the same shared values that unleash prosperity in free societies—such as value creation, integrity, responsibility, free speech, and toleration—we encourage one another to take initiative and to challenge the status quo.

 

We have a relentless commitment to a culture based on a business philosophy called Market Based Management® (MBM®). Informed by the principles that allow a free and open society to flourish, MBM® prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.