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Problem Management Analyst
CGI
Karnataka, IND
Full-time
Onsite
Discovered 1 weeks ago
Incident managementMajor incident managementIT service managementITILIT operationsP1/P2 incident management
Free
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Incident managementMajor incident managementIT service management
Role Overview
CGI is hiring a Problem Management Analyst for its IT service management organization.
Position level is listed as SSE, with 5–8 years of experience and a 24/7 rotational shift.
Main locations are listed as Bangalore and Chennai.
Employment type is Full Time.
Key Skills for This Role
Incident managementMajor incident managementIT service managementITILIT operationsP1/P2 incident management
Full Job Posting
Position Overview
CGI is hiring a Problem Management Analyst for its IT service management organization.
Position level is listed as SSE, with 5–8 years of experience and a 24/7 rotational shift.
Main locations are listed as Bangalore and Chennai.
Employment type is Full Time.
Key Responsibilities
- Own and manage the end-to-end Incident Management process in accordance with ITIL best practices.
- Monitor incidents by priority, severity, business impact, and urgency.
- Lead Major Incident Management activities and coordinate high-priority incident response.
- Communicate with stakeholders and coordinate infrastructure, application, network, security, cloud, service desk, and third-party teams.
- Ensure incidents are logged, categorized, prioritized, assigned, progressed, resolved, or escalated appropriately.
- Monitor SLAs, conduct incident bridge calls, and coordinate technical teams during outages.
- Prepare Major Incident Reports and Post Incident Reports.
- Identify recurring incidents, initiate root cause analysis, and improve response, resolution time, and service availability.
- Maintain procedures, escalation matrices, contact lists, operational documentation, dashboards, and management reports.
- Coordinate vendors and service providers and ensure lessons learned are captured and implemented.
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