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Hyatt Corporate Office, Chicago | ITSM ANALYST, PROBLEM MANAGEMENT (REMOTE OPPORTUNITY) | Chicago, IL | United States | BigDataKB.com | 23 Oct 2022

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23/10/2022

Job Location: Chicago, IL

Summary

The analyst will be responsible for the execution of problem management practices in accordance with the Hyatt Service Management Guidelines and work under the leadership of the ITSM Manager.

Qualifications

Position Responsibilities / Essential Functions

Drive Root cause analysis for production incidents and ensure appropriate documentation is in place.

Collaborate with the ITSM team and maintain documentation pertaining to ITSM Processes and Guidelines using ServiceNow

Provide guidance and training to support and technical teams on ITSM processes.

Assist the ITSM Manager in driving Service management best-practice and process standardization.

Identify and develop metrics and reports related to Incident, Problem, and Change Management.

Report Incident/problem management activities to all levels of management.

Facilitate and lead ITSM meetings, as needed.

Demonstrate a commitment to Hyatt core values

The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary

Qualifications

A solid understanding of Change, Incident and Problem Management and their relationships.

Strong writing and communication skills.

Ability to influence associates.

Ability to learn quickly.

Team player.

Experience

At least 2 years of experience working in a ITSM role in an enterprise organization.

Education

College Degree preferred

Certificates, Licenses, Registrations

ITIL Foundation v4 certification preferred.

Computer Skills Needed to Perform this Job

ServiceNow tool

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3	12/12/2024		Wipro	Top / Startup	Top Company	Startup		TV / Firm / Media / Entertainment	Mumbai	The Great Bharat (India)		Incident Manager	Unknown		Incident Mgmt.	ITIL	Pls See The Job Detail	Not disclosed	Other		Job Description Position Title - Incident Manager L2 Location - Airoli, Navi Mumbai During Major Incident End to end ownership of the Major Incident with the aim to minimize the time to restore. Coordination with all support engineers involved in the troubleshooting with the possibility to involve other support groups. Ensure a systematic process is followed for all Major Incidents from opening to closure. Assess Incident complexity and decide to apply the Crisis Management process if required: trigger and liaise with the Crisis Manager to manage communication with and escalation to Executive management. Track incident progress to resolution and responsible for communicating progress to higher management and transverse relevant teams. Prepare clear and concise comms and publish them based on the priority of the incident. Facilitate exchanges between the relevant support staff through setting up ad-hoc Conference Bridge / Business Chat groups and / or direct contacts. In particular, ensure diagnosis, action plans and key initiatives are shared with the relevant parties across technical towers and geographies. Drive discussions to a pragmatic outcome in a reasonable timeframe in order to ensure the key decisions are taken on time or escalated to higher management. 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Ensure consistency of the incident documentation / references across all systems Report KPI and analysis to senior management on key inputs linked to Major Incidents content and trends Write and publish the organizational Post-Mortem of Incident which details organizational issues experienced during resolution and suggested improvement areas to improve team interaction and fluidity Provide Consolidated Reports (Based on KPIs) for various committees. Ensure Procedures and Documentation is up-to-date (Diagrams, checklist etc.) Maintain the escalation tree (internal and with third parties) Share and promote best practices and lessons learnt on Major Incident management to internal stakeholders (support teams, management) Report to Operational Manager on the efficiency of the Major Incident Management process Act as Process manager ensuring that the Incident Management process is applied in a systematic and consistent manner by leveraging on lessons learnt. 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Reactivity and ability to solve problems by using different methods Ability to learn and adapt and to be proactive Ability to work simultaneously with different profiles (technical/functional, medium/top management, etc.) Ability to work under pressure Requirement Infrastructure or Application support hands on experience of 4-6 years is mandatory Overall IT experience: 8 Years + Crisis Management IT Literacy: Knowledge of IT Ecosystem & Operations Background with experience in IT for Capital Market and Corporate Banking to the extent of knowing Front office to back office application flow Having knowledge about monitoring tools and scheduling jobs would be plus Good understanding of transversal technologies (SAN, Unix, Windows, Network, DBA, CTRL-M, MQ) Technologies and/or Applications background with ability to grasp impact and interdependencies Shift/Oncall & Weekend Support Shift Timings in IST: Mon to Fri 6:00 am to 09:30 pm OR 10:30 pm (2 shifts, 1st starts at 6:00 am IST and 2nd starts at 12:30 or 01:30 pm ï¿½ depending on DST in France) Weekday On-call ï¿½ From 09:30 pm OR 10:30 pm to following day 6:00 am Weekend On-Call ï¿½ From 09:30 pm OR 10:30 pm Friday to 6:00 am Monday Day light savings Period- Nov to Mar ( 1hour ahead) Oncall Support- To provide Oncall support services on rotational basis 09.30 PM to 6.00 am on weekdays after end of the evening shift work (Apr to Oct) 10.30 pm to 6.00 am on weekdays after end of the evening shift work (Nov to Mar) 09:30 pm OR 10:30 pm on Friday to 06:00 am Monday Weekend On-Call Support - based on high critical P1 incidents and P2 that have potential of becoming P1. Public Holiday Support ï¿½ Paris Holidays (Client Holiday) will be followed as public holidays and not India holidays Process & Tools ITSM tool- Service Now ï¿½ Ticketing tool for INC/SR/Change /Problem tickets Inhouse tools intermediate knowledge on ITIL Process & Practices Educational Qualifications Bachelorï¿½s degree or masterï¿½s degree in information/computer technology preferred Key Competencies: 8+yrs of relevant experience in Incident Management / Infrastructure / Application Support Experience of working in a banking environment. Customer service oriented, able to work in a dynamic and fast paced environment Excellent communication, interpersonal and troubleshooting skills Must be self-motivated and directed and demonstrate a keen attention to detail and possess the ability to work autonomously											1	Tools: ITIL, Monitoring Tools, Service Now			No
15	12/12/2024		Tata Consultancy Services	Top / Startup	Top Company	Startup		IT / Software Dev	Delhi	The Great Bharat (India)		Major Incident Manager_New Delhi	Unknown		Major Incident Manager		Pls See The Job Detail	Not disclosed	Other		Greetings from TCS!!!!!!! TCS Hiring for Major Incident Manager Job Location: New Delhi Experience Range: 8-12 Years Job Description : Handling major incident management process and drive end to end Sev 1 situation with effective Communication Experience as Major/Critical incident manager Participate and drive major incidents Effective handling of major incident bridge Periodic update about MIM progress through mails Drive the overall MIM journey. Publish Major incident report Problem management process drive											1				No
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31	12/12/2024		Netcore Cloud	Top / Startup	Top Company	Startup		IT / Software Dev	Mumbai	The Great Bharat (India)		Incident/ Application Head	President/ Head/ Director		Incident Mgmt.	AWS	Pls See The Job Detail	Not disclosed	Other		Job Title: Production/Incident & Application Support Manager Location: Thane Reports to: Sr VP Delivery head Department: Engineering ; Full-Time About us: At Netcore, innovation isnï¿½t just a buzzwordï¿½it's the core of everything we do. As the pioneering force behind the first and leading AI/ML-powered Customer Engagement and Experience Platform (CEE), we're dedicated to revolutionizing how B2C brands interact with their customers. Our state-of-the-art SaaS products are designed to foster personalized engagement throughout the entire customer journey, creating remarkable digital experiences for businesses of all sizes. Engineering at Netcore: Dive into a world where your work directly impacts engagement, conversions, revenue, and customer retention. 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Preferred Qualifications: - Experience in the martech, Digital Marketing domain or working with large-scale, customer-facing SaaS applications. - Certification in SRE, DevOps, or cloud platforms (AWS, GCP). - Good application debugging skills, Product feature understanding skills. Why Join Us? - Be a part of an innovative and forward-thinking organization that values technology and continuous improvement. - Work with cutting-edge open-source frameworks and cloud technologies., SAAS Product. - Leadership opportunities with a direct impact on our customers and product success. Let's start a conversation and make magic happen together! Website - https://netcorecloud.com/											1	....h, Digital Marketing domain or working with large-scale, customer-facing SaaS applications. - Certification in SRE, DevOps, or cloud platforms (AWS, GCP). - Good application debugging skills, Product feature understanding skills. Why Join Us? - Be.... Tools: Ansible, AWS, Monitoring Tools			No					Yes

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