Service Management Centre Analyst

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.

Requirements

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.

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