Lead IT Support Services Analyst (Major Incident and problem manager)

We are looking for a Lead IT Support Services Analyst to join our Technology Team in Noida/Bangalore. This is an excellent opportunity to work on ITSM Operation Processes and support the latest technologies and products. The team consists of 7 and is reporting to the AVP- Incident and Problem Manager. We have a great skill set in ITIL Process Delivery and we would love to speak with you if you have skills in Major Incident, Problem Management, and excellent communication skills.About You – experience, education, skills, and accomplishments Work experience (At least 8 year of IT Service Management experience)Knowledge, skills, or abilities (At least 4 years of experience in managing Major Incidents, or Problem Management)High level understanding of Cloud Computing, Data centers Infrastructure, Change ManagementEducation (Bachelor's degree in any stream stream)It would be great if you also had . . . ITIL CertificationWhat will you be doing in this role?Drive Recovery of Major Incidents and keep all service stakeholders informed on the progress status keeping things transparent.Follow the Major Incident and Problem Process guidelines to Teams.Conduct Incident Post-mortems and create a post-mortem report.Bring down mean time for service restoration and ensure all possible preventative measures to avoid recurring issues.Create Excel and Power Point reports and deliver presentations.Continuous Process ImprovementAbout the Team  Your stakeholders will be Technology Leadership team, Company Executives, First Line Support Teams, Product Managers, Developers, and the internal/external product consumers. You will be working with a team of 7 incident and problem managers spread across Noida and Bangalore.Hours of Work We work in active shifts 24x5, and on-call support over the weekend and India holidays. The team works in shifts which rotates after every few months based on team’s comfort and business requirements.At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.