Global ITSM Analyst

1 week ago

Lahore, Punjab, Pakistan ibex Full time

1 day ago Be among the first 25 applicants

The person holding this position will be responsible for managing the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of provided IT services throughout the IBEX enterprise. Their main goals are to follow incident management protocols, restore IT services to normal operation as quickly as possible with minimal impact on the business or users, and present technical-to-business reports to clients.

Responsibilities

  1. Ensure incidents and resolutions are properly executed and documented.
  2. Handle other projects/issues of low to medium complexity as assigned.
  3. Communicate with clients and partners to ensure clarity and consistency in relaying operational hindrances via notifications.
  4. Trigger and ensure management or technical escalation during crises, follow up on escalations, and communicate continuously. Debrief in real time and report to management on incident resolution.
  5. Provide technical and customer impact analysis for each incident to determine priority, escalate blocking issues, and collaborate with Service Management and Account Managers to support technical teams.
  6. Keep stakeholders informed on problem status through Incident Notifications.
  7. Ensure SLA adherence and aim for a short MTTR to minimize client impact.
  8. Draft and relay technical reports for both business and technical audiences.
  9. Address desktop support issues, including application issues (Microsoft Office, client-provided, in-house developed) and ensure updates & fixes are applied.
  10. Possess basic network knowledge (IP issues, router/hub/switch troubleshooting, using network commands like ping, nslookup, ipconfig, tracert, understanding circuits, topologies, routing protocols).

Qualifications

  • Experience in reports such as Client-Oriented Ibex Incident Reports, Maintenance Notifications, Business Performance Reports, Uptime Reports, and KPIs.
  • Bachelor's Degree or higher in IT, Computer Science, Software Engineering, or related fields.
  • Experience in ServiceDesk, Access, Incident, Change, Problem Management, and IT Infrastructure preferred.
  • Excellent verbal and written communication skills, including technical writing.
  • Ability to facilitate and lead diverse groups, understand ongoing incidents, and drive resolution.
  • Willingness to learn and grow.
  • Capable of handling crises, setting priorities under pressure within procedures.
  • General knowledge in Mobile Access, Core IT/Telco, software, and services.
  • Good analytical skills and understanding of basic to intermediate networking concepts.
  • Ability to translate technical issues into clear business reports.
  • Availability to work unconventional shifts (on-call, after-hours, weekends).
  • Strong grasp of ITIL principles.
  • Ability to coordinate with teams of varying skills and interact with senior management, clients, and vendors.
  • Strong organizational skills, attention to detail, and flexibility to multi-task.
  • Ability to understand different language accents.
  • Self-starter with a high energy level, proactive, and results-oriented.
  • Proactive in identifying process improvements and able to communicate findings effectively.
Seniority level
  • Entry level
Employment type
  • Full-time
Job function
  • Information Technology
Industries
  • Outsourcing/Offshoring
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