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Analyst, IT

Req #: 170007HJ_en
Location: Bangalore, KA IN
Job Category: Information Technology
Date Posted: 11/8/2017 11:11:28 AM
Baxter International

Job Description

The Problem and Major Incident Analyst is responsible for the day-to-day execution of Global IT Problem and Major Incident Management processes at Baxter. This includes 1) leading Major Incident calls to ensure that service is restored in a timely manner and 2) coordinating efforts to identify the root cause and preventative measures for Major Incidents. Critical to this role is an understanding of user impact in a complex environment and the ability to quickly assess which IT functions may be needed for the timely resolution of Major Incidents.

Primary Responsibilities and Activities

• Leads Major Incident bridge calls for issues that have a significant business impact to Baxter
• Engages the technical teams required to investigate and resolve the issue
• Facilities and drives the bridge call to ensure that progress is being made towards restoring service
• Escalates to technical team leadership as appropriate
• Develops and distributes regular status updates to key IT and business stakeholders
• Maintains a detailed log and timeline of all activities (issue start time, technical team engagement, restoration, etc.)
• After service has been restored, works with technical teams to perform Root Cause Analysis (RCA) and identify and document preventative measures and follow-up actions
• Oversees the creation and maintenance of Knowledge Articles (i.e., Known Errors, Workarounds, etc.)
• Performs governance activities for the Major Incident, Problem and Knowledge Management processes (process adherence, issue resolution, etc.)
• Develops and delivers management reports covering outage details, root cause, trending, etc.
• Acts as subject matter expert in all topics related to the Major Incident and Problem Management processes
• Supports Problem and Major Incident process improvement initiatives

Knowledge, Skills, Abilities, and Behavior Required:

• Excellent English communication skills (both written and verbal) with strong presentation and facilitation skills at all levels in the organization (from individual contributor to executive level)
• Strong analytical, problem-solving and critical thinking skills
• Broad technical knowledge across IT, including data center, networking, and applications
• Structured, innovative, take-charge individual that is a self-starter requiring little supervision
• Effective in high stress situations
• Excellent decision-making and conflict resolution skills
• Willingness to work outside of normal business hours and be available for on-call support during weekends as needed 
 

Experience Requirements:

• At least 4 years in a similar role as a Major Incident and/or Problem Management Analyst
• Experience leading restoration efforts for critical infrastructure and/or application issues
• Experience with Problem Management techniques such as “5 Whys”
• Strong understanding of IT Service Management (ITSM) toolsets such as Remedy
• Knowledge of other ITSM process areas, including Service Desk, Knowledge Management and IT Change Management
• Experience working in a global setting is a big plus
• Experience collaborating with cross-functional teams and resolving conflicts when they arise


Education Requirements:

• Bachelor’s degree required
• ITIL Foundation certification is highly desired

Knowledge, Skills, Abilities, and Behavior Required:

 

·         Excellent English communication skills (both written and verbal) with strong presentation and facilitation skills at all levels in the organization (from individual contributor to executive level)

·         Strong analytical, problem-solving and critical thinking skills

·         Broad technical knowledge across IT, including data center, networking, and applications

·         Structured, innovative, take-charge individual that is a self-starter requiring little supervision

·         Effective in high stress situations

·         Excellent decision-making and conflict resolution skills

·         Willingness to work outside of normal business hours and be available for on-call support during weekends as needed


 

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