Specialist - Incident Analyst (Incident Mgt & Monitoring)
TomTom
IT
Pune, Maharashtra, India
Posted on Jun 28, 2025
What you'll do
- Incident Analyst Duties and Responsibilities
- Monitor Systems: Monitor the performance and capacity of systems using a variety of tools. We look for hardware, software, and infrastructure alerts or malfunctions. When an issue is identified, Engineers do a basic investigation and involve relevant support for the fix.
- Troubleshoot Problems: We generally have standard operating procedures that engineers will closely follow. This may include coordinating with Internal Technical Team, third-party vendors, customers, or other IT teams.
- Track all Issues: While working on incidents, the Engineer must carefully track and document all issues and resolutions in detail. This increases the knowledge base of the Team and is a record of the health of the system.
- Report Incidents: Engineers must escalate the issue to management, Technical Teams, IT resources, or 3rd party vendors for assistance in reaching a resolution. Engineers also maintain ongoing communication within the team and externally, to keep all stakeholders aware of relevant, known issues and the steps being taken What you’ll need
- Participate in Continuous Improvement Projects: Engage in projects aimed at enhancing NOC operations, including process optimization, tool evaluation, and implementation of best practices to improve incident response and overall service delivery.
What you'll need
- With 2 - 5 years of experience in managing Incidents, Alerts, Team Mailbox, and Monitoring Dashboards.
- Understanding of Applications, Systems & monitoring Tools like PagerDuty, Alertsite, and Grafana
- Hands-on experience on Ticket tool ServiceNow and Jira.
- Excellent time management and organizational skills, and ability to handle multiple concurrent tasks with minimal supervision
- A solid understanding of Incident Management principles is essential, including familiarity with ITIL (Information Technology Infrastructure Library) practices, service level agreements (SLAs), and incident response protocols.
- Excellent oral and written communication skills, and ability to address conflict with others constructively
- Hands-on experience for End to end communications for Initial, Update & Resolved business notifications to stakeholders. Modifying/Updating KB articles.
- Ability to work in a flexible schedule 24*7
- Previous customer service or helpdesk experience
- Highly Motivated individual
- Self-starter and a quick learner
- Effective and efficient way of managing incidents
- Automation within the incident and service request management
- Automation of reporting / using tools
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