Global IT Service Operations Analyst

Carlson Wagonlit Travel (CWT) – Global IT Service Ops Analyst

Job Description

CWT is looking for a strong, experienced individual to join the Global IT Service Operations team. The role will be based in the APAC region (Manila) reporting to the Manager, Global IT Service Operations and the successful candidate will be responsible for the Major Incident Management and Service Coordination, Event Management Monitoring and Security Operations Center. The role will work in a 24*7 shifting schedule to be able to support the business requirements. The role will require close interaction with all levels of staff, including senior technology leadership, and the successful candidate must be confident and have experience of operating at this level. Strong organization and planning skills are required.  Experience in the business travel industry is desired and a strong understanding of ITIL principles and experience with the Service Now ITSM tool would be highly advantageous.

At CWT, we have a unique and compelling culture as an employer defined by our people and supported by our Core Values. Our employees feel a genuine respect for one another, act with uncompromising integrity and feel proud of our global market leadership. They value working together, embrace opportunities for continuous learning and have an intense desire to serve customers.

We seek out the most knowledgeable people and the best technologies to deliver CWT's solutions and services. Our mission is to deliver and manage efficient, quality, and innovative travel technology solutions and technology services for CWT and its customers worldwide.

Roles and Responsibilities\:

Major Incident Management and Service Coordination:

• Respond to escalated calls from IM Hotline within agreed SLA for all potential and high severity incidents globally impacting IT Infrastructure, Systems and Application services on a 24/7 service operations environment.

• Perform initial investigation and diagnosis of the incident, accurately assess and evaluate the business impact and urgency of the incident in alignment to CWT Incident Severity Matrix.

• Analyze and reproduce the incident being reported to further understand the issue by asking effective technical probing questions.

• Validate and probe the business impact of the incident by quantifying the impacted volumes\: affected locations, financial impact to the business and critical impact of the issue in general.

• Investigate and check technical activities (i.e. Recent Change, Errors logs, similar/related incidents, internal/vendor known errors etc.) to establish potential cause of the incident.

• Redirect escalated low end severity incidents or minor business impact incidents to the correct technical resolving groups for further resolution and assistance.

• Initiate and open Incident Management Conference Bridge and engage technical resources to join the technical bridge call, online meeting and group chat.

• Engage Global Incident Manager and Senior Incident Manager for validated high severity incidents and effectively communicate the incident description, quantify the impact to the business and other related facts that would help to restore the service.

• Produce good quality communications throughout the incident cycle to end users, technical teams and senior leadership via email, SMS (Send Word) and CWT Dashboard.

• Coordinate with Global Service Desk and Technical Teams to validate service restoration of the incident and monitor and share the pulse of related calls and tickets to the Service Desk.

• Build relationships throughout the business and technology, developing a network that will help support the role. 

• Proactively assist and support the Global Incident Manager and Senior Incident Manager during the incident recovery:

o Documenting all relevant progress and recovery actions and times in the associated Incident record(s)

o Performing Communications via email, SMS (Send Word) and CWT Dashboard.

o Engaging additional resources and in any other capacity that would be helpful.

• Proactive participate, contribute insights and assist Global Incident and Problem Manager or Senior Incident and Problem Manager on the following:

o Follow up call with technical teams, vendors and key leaders to establish PIR (Post Incident Review) and RCA (Root Cause Analysis)

o Attend to regular Incident and Problem Management meetings  with Global Incident Managers and Key Leaders

o Proactively participate, contribute and drive implementation of CSI projects to improve Incident and Problem Management process.

Event Management:

• 24 x 7 remote network monitoring via Solarwinds and proactively monitoring the network availability, system performance and events trends using existing Network Monitoring Systems to address unreported outages.

• Monitor event management incident ticket queue in Service now and apply triage and manual event correlation.

• Ensure that all encountered events that was not auto ticketed should be manually submitted so that the ticket created will be routed to appropriate resolver group.

SOC (Security Operations Center):

• This individual is responsible for maintenance, monitoring and administration of key information technology including security incident and event management (SIEM) systems.

• Ensure that all SOC (Security Operations Center) processes were in compliance to SOC processes KB.

• Proactively monitoring the security and Security events trends using existing SIEM & Service Now Case management systems to address unreported security risk.

• Investigate and respond through security incidents issues that is log via iRespond through the list of playbooks provided by the Security Engineering Team.

Qualifications\:

Essential:

• Bachelor's degree in Information Technology or related field.

• Minimum of 3-5 years of relevant experience with strong background and experience as a Senior Service Desk Analyst or Incident Management Analyst role.

• Strong verbal and written communication skills – confident leading large audio calls with all levels of staff.

• Knowledge or working experience as a Security Operations Center Analyst is an advantage.

• Training or working knowledge of ITIL Event Management, Incident and Problem Management and Security Operations.

• Able to commit to working non-standard hours on occasion.

• Motivation to learn, develop, and grow and a great team player.

Desirable:

• ITIL Foundation certified.

• Bachelor's degree in Information Technology or related field.

• Minimum of 3-5 years of relevant experience with strong background and experience as a Senior Service Desk Analyst or Incident Management Analyst role.

• Knowledge or working experience as a Security Operations Center Analyst is an advantage.

• Training or working knowledge of ITIL Event Management, Incident and Problem Management and Security Operations.

• Strong verbal and written communication skills – confident leading large audio calls with all levels of staff.

• Able to assert authority to command the bridge, while being respectful and engaging.

• Strong written communication skills – able to write quality executive level reports.

• Excellent analytical and problem solving skills.

• Able to work with different personality types in difficult circumstances.

• Able to remain calm and stay focused under pressure.

• Able to commit to working non-standard hours on occasion.

• Motivation to learn, develop, and grow and a great team player.