Global ITSM Analyst

3 weeks ago

Lahore, Punjab, Pakistan UNAVAILABLE Full time
Overview

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
  • Ensure incidents and resolutions are properly executed and documented.
  • Work on other projects/issues of low to medium complexity as assigned.
  • Communicate with clients and partners to ensure clarity and consistency in relaying operational hindrances via notifications.
  • Trigger and ensure management or technical escalation during technical crises, with follow-up and continuous communication. Debrief in real-time and report to management on incident resolution.
  • 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.
  • Keep all stakeholders informed on the status of their issues through incident notifications.
  • Ensure adherence to SLAs and aim for a short MTTR to minimize client impact.
  • Draft and relay technically written reports for both business and technical audiences.
  • Handle desktop support issues, including application issues (Microsoft Office, client-provided, in-house developed), and apply necessary updates and fixes.
  • Possess basic knowledge of networks, including IP-related issues, router/hub/switch problems, troubleshooting commands (ping, nslookup, ipconfig, tracert), circuits, topologies, and routing protocols.
Qualifications
  • Reports: Client-Oriented Incident Reports, Maintenance Notifications, Business Performance and Results Reports, Uptime Reports.
  • Key Performance Indicators: Minimize Downtime, Maximize Uptime, Frequency of Preliminary Incident Reports.
  • Education & Experience: 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 is preferred.
Required Skills
  • Excellent verbal and written communication skills.
  • Technical writing skills.
  • Ability to facilitate, lead, and coordinate diverse groups.
  • Ability to manage ongoing incidents and drive resolution.
  • Willingness to learn and grow.
  • Handle crisis situations and prioritize under pressure within procedures.
  • Basic knowledge of Mobile Access, Core IT/Telco, software, and services.
  • Strong analytical skills and understanding of networking concepts.
  • Ability to translate technical details into clear business reports.
  • Willingness 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 management, clients, and vendors.
  • Strong organizational skills, attention to detail, and multitasking ability.
  • Ability to understand various language accents.
  • Self-starter with a sense of urgency and proactive in process improvements.
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