Service Management Centre Analyst

Job Description

Job Description

We are looking for a Service Management Centre Analyst to serve as a central coordination point during production incidents and service disruptions. This role is focused on incident coordination, communication, escalation management, and service restoration rather than hands-on technical troubleshooting.

Key Responsibilities:

·      Act as the central coordination point during production incidents and service disruptions.

·      Lead and facilitate major incident bridge calls involving technical and business stakeholders.

·      Coordinate technical teams and drive restoration activities through incident resolution.

·      Assess business impact and ensure appropriate escalation of critical issues.

·      Maintain situational awareness throughout the incident lifecycle.

·      Deliver timely and effective incident communications to stakeholders.

·      Monitor the health and performance of business-critical applications and services.

·      Analyze events, alerts, and operational data to identify service-impacting issues.

·      Coordinate proactive actions to minimize service disruptions and prevent incidents.

·      Support operations across hybrid-cloud and on-premises environments.

·      Support Incident, Event, Change, Problem, and Major Incident Management processes.

·      Maintain accurate and complete records within ServiceNow.

·      Ensure adherence to ITIL-based service management practices.

·      Promote operational excellence through process consistency and discipline.

·      Facilitate Root Cause Analysis (RCA) activities following major incidents.

·      Coordinate post-incident reviews and corrective action planning.

·      Identify recurring issues, trends, and opportunities for process improvement.

·      Drive accountability for long-term resolutions and preventative measures.

·      Contribute to automation, operational maturity, and service improvement initiatives.

Core Qualifications:

·      Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.

·      Experience coordinating Major Incidents, Incident Management activities, or Production Support operations.

·      Strong understanding of ITIL service management processes, including Incident, Problem, Change, and Major Incident Management.

·      Experience facilitating incident bridges and coordinating cross-functional technical teams.

·      Demonstrated ability to manage communications and escalations during high-pressure operational incidents.

·      Experience using ServiceNow or comparable ITSM platforms.

·      Excellent verbal and written communication skills with the ability to interact effectively with technical and business stakeholders.

·      Ability to assess business impact, prioritize incidents, and drive service restoration efforts.

·      Experience working within 24x7 production support, service operations, or command center environments.

·      Strong analytical, organizational, and problem-solving skills.

Preferred Qualifications:

·      Experience leading Major Incident Management activities within enterprise environments.

·      Experience with Problem Management and Root Cause Analysis (RCA) methodologies.

·      Background working in Service Operations, Enterprise Command Centers, or Operational Command Centers.

·      Knowledge of cloud platforms and hybrid infrastructure environments.

·      Familiarity with event management and monitoring tools.

·      Working knowledge of Windows, Linux, and networking fundamentals.

·      Experience driving continuous service improvement initiatives.

·      ITIL Foundation or advanced ITIL certifications.

·      Experience contributing to automation efforts that improve operational efficiency.

·      Ability to influence stakeholders and drive outcomes without direct authority.