IT Service Management Analyst at Interswitch

Department: Technology

Job Description

• As an IT Service Management Analyst, you will facilitate improved IT services for businesses through the development and implementation of necessary action plans and setting and enforcing standards for IT practices and operations.

Responsibilities
Key Responsibilities:

• Coordinate activities between various teams as needed to facilitate the provision of the services and incident remediation
• Act as Incident manager and participate in major incident service restoration and problem management activities by leveraging technical knowledge of systems supported
• Perform incidents analysis and suggest action plans for remediation
• Maintain accurate inventory of all IT equipment for all sites and ensure relevant Asset Management policies and guidelines are followed
• Technical report writing for Incident and Problem Management
• Proactively ensure service continuity and improvement through the review of improvement plans, the use of Problem Management, quality tools, and report on activities
• Monitor, analyze, and report on system and infrastructure performance and capacity in a timely manner and ensure that service owners take appropriate action
• Act as Service Manager to create service improvement plans and ensure team follows best practices and maintain service level agreements
• Ensure compliance with Service Management and IT security policies and standards, technical architecture, and service level agreements - reporting non-compliance as appropriate
• Identify process optimization opportunities and contribute to the implementation of proposed solutions
• Produce relevant reports in a standard format in an agreed timeframe and add a commentary that provides an interpretation for the data set

Requirements
Education and Experience:

• Academic Qualification(s): Good First Degree in Computer Science / Computer Engineering or other related areas
• Professional Qualification(s):
  • Service Management Certifications (eg ITIL)
  • ISO 20000, 27001 and/or 22301
  • COBIT 2019
• Experience (Number of relevant years): Minimum of three (3) years’ experience