Command center – MIM Analyst is a multitasking position within a command center Their primary responsibilities include Major Incident Management, Post-Incident Reviews, alert and incident ideal candidate will understand the need for well-structured, flexible processes to work in a fast-paced, agile environment. The candidate will also understand current and emerging technologies well and have strong analytical and problem-solving skills.How you will do it:- Begin by thoroughly reviewing incident tickets and calls to identify major incidents. Assess their impact and urgency. Take charge during major incidents by leading the incident bridge. Ensure effective communication, collaboration, and resolution. Maintain a high standard of incident handling. Identify key stakeholders who need to be informed during major incidents. Define the content and frequency of communication updates. Verify that major incident communications adhere to the defined standard operating procedures (SOPs). Ensure that they have been sent promptly and accurately. Conduct thorough post-incident reviews to analyze what went well and areas for improvement. Compile insights into a Major Incident Management (MIM) report. Continuously strive for operational excellence within the command center. Look for opportunities to enhance resilience and minimize future incidents. Proactively propose enhancements to existing processes. Collaborate with relevant teams to implement improvements. Regularly assess the effectiveness and efficiency of major incident management processes. Adjust as needed. Clearly define the major incident management process, service levels, and performance metrics. Communicate these to all relevant stakeholders. Service Delivery Team player with a passion for service and a proven ability to work with technical and non-technical colleagues across all levels of the organization. Operate with focused calm and efficiency during critical and sensitive circumstances. Keen attention to detail, and strong organizational, customer service, and decision-making skills. Take accountability for your actions and own tasks through to completion. Collaboration Foster collaboration and communication with cross-functional teams, such as IT, security, and other relevant departments. Facilitate effective information sharing and coordination to address incidents and improve operational efficiency. Collaborate with external partners or vendors when necessary to resolve complex issues. Communicate clearly, transparently, candidly, and respectfully under pressure. Governance/Standards Adopt processes, standards, and best practices as it relates to IT service management. Ensure compliance with industry regulations and best practices. Organize, prioritize, and manage time effectively in a fast-paced environment. Adapt to shifting priorities, demands, and timelines. What we look for: A degree in computer science, information management or related field, or equivalent work experience .Good Communication skills in English (Verbal and written both)Must have experience of 5+ yrs in Infrastructure Incident Management, Major Incident Management handling, Infrastructure operations and support. Must have good understanding of enterprise-wide IT operations and support functions. Good Analytical skills and problem-solving ability. Good customer handling skills Ensure the quality of the Major Incident handling. Drive Post Incident Reviews and produce MIM report. Establishes and communicates the process, service levels, and process performance metrics. Excellent communication and collaboration skills Capability to work both independently and collaboratively. Good to have SolarWinds/Dynatrace/ Splunk and ticket management tools ServiceNow. Preferred Qualifications – Experience/ knowledge in a Service management environment preferred. ITIL certification desired Johnson Controls does not request pregnancy or HIV testing as a requirement for admission, permanence or promotion.
