IMCC Analyst

1. Job Description:

• Act as the central point of contact and escalation for a wide range of infrastructure and business service support issues, both reactively to resolve incidents and proactively to manage scheduled service outages. Operating 24x7 on a global scale
• Use the business service management tool set to prioritize incident resolution based on commercial impact. Act as incident owner for all these issues and use an incident management system to track all corrective actions taken
• Escalate to third line and third party systems support teams as required,  follow instructions from these third party support teams
• Perform scheduled systems checks round the 24 – hour cycle and daily support handover at the beginning and end of every shift
• Record complete and accurate information in the shift log for each critical alert received during shift