Syntricate Technologies

ITSM Analyst

Syntricate Technologies • $80K — $110K *
US-AnywhereRemote in New York, NY
Information Technology
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 3+ years of experience as an Incident Manager
  • Strong background in Incident and Problem Management, especially in financial services
  • Experience delivering service quality within an ITIL framework
  • Knowledge of ITIL and infrastructure technologies
  • Proficiency in managing conference calls or incident resolution meetings
  • Excellent written and verbal communication skills
  • Solid experience in IT service operations and support
  • Certified ITIL (Foundation) V3 is advantageous.

Responsibilities

  • Manage major incidents from start to finish until service restoration and closure.
  • Conduct root cause analyses and document findings within required SLAs.
  • Communicate major incidents regularly to technology teams and senior leadership.
  • Translate incidents for business users in clear, actionable language.
  • Coordinate resolution efforts across IT infrastructure, application management, and engineering teams.
  • Escalate issues within the support organization as necessary.
  • Train support teams to proactively review lower priority incidents to prevent escalation.
  • Collaborate with alerting & monitoring teams to reduce high-priority incidents.
  • Revise support processes based on emerging needs and document necessary changes.
  • Conduct review sessions post-incident to prevent recurrence.
  • Develop and oversee an Incident and Problem Management dashboard for reporting on metrics and KPIs.
  • Promote continuous service improvement leveraging best practices in Incident and Problem Management.

Benefits

  • Hybrid work environment in NYC, NY
  • Collaboration with diverse teams across IT
  • Opportunities for professional development and skills enhancement
  • Engagement in high-impact projects within the financial services sector
  • Access to ongoing training and certification opportunities.
Full Job Description
Job Title: ITSM Analyst
Location: NYC, NY (Hybrid)- Local to NY and NJ Only
Job Type: Full-Time Only (NO C2C)
Experience: Not more than 10 Years

Responsibilities will include:
  • Manage major incidents from identification to service restoration and closure.
  • Drive the root cause analysis and produce the RCA documentation within SLA.
  • Regular professional communication on major incidents to technology teams, business system users, and senior leadership within SLAs.
  • Communication of incidents to business system users in a clear and meaningful way.
  • Co-ordination between multiple teams from IT infrastructure to application management and engineering for effective resolution.
  • Escalate within support organization as required.
  • Train support teams to regularly review lower priority incidents across the service base to avoid any emerging higher priority issues and root cause fixes.
  • Work with alerting & monitoring teams to pro-actively avoid high priority incidents.
  • Identifying changes in the support processes and change the Incident Management process accordingly.
  • Run major incident review sessions after service restoration to ensure avoidance of repeat incidents.
  • Develop and manage an Incident and Problem Management dashboard to report on metrics and KPIs.
  • Drive continuous service improvement and incident avoidances by leveraging Incident and Problem Management best practices.

Key Skills & Experience
  • 3+ years of experience as an Incident Manager
  • Strong background in Incident Management and Problem management preferably in financial services.
  • Strong experience of delivering service quality within an ITIL framework.
  • Knowledge of ITIL, Infrastructure related technologies & understanding of business relevance of the technologies.
  • Good experience in managing conference calls or incident resolution meetings.
  • Strong written and verbal communication skill.
  • Strong experience of IT service, operations, and support.
  • Certified ITIL (Foundation) V3 beneficial.

About Syntricate Technologies

Syntricate Technologies Careers

Joining Syntricate Technologies presents an unparalleled opportunity to advance a career in technology with a company at the forefront of digital innovation. Syntricate Technologies is renowned for its commitment to leadership, diversity, and leveraging technology to solve complex problems. This is where professionals come to not just seek job opportunities but to forge lasting careers in an environment that values growth and leadership.

Explore Career Opportunities

Syntricate Technologies is actively hiring and offers a variety of positions that cater to different skills and career aspirations. From entry-level roles to leadership positions, the potential for professional advancement is nearly limitless. Syntricate Technologies is not just a company; it's a place where talented individuals can thrive.

Innovation and Professional Growth

At Syntricate Technologies, innovation isn't just another buzzword—it's the cornerstone of the company culture. Employees are encouraged to push the boundaries of what is possible, bringing groundbreaking solutions to the table. With a team of dedicated professionals, Syntricate Technologies fosters a culture of continuous improvement and professional growth.

Diversity and Inclusion

Syntricate Technologies believes that diversity fuels innovation. With a commitment to creating a diverse and inclusive workplace, the company actively seeks to hire individuals from various backgrounds and experiences. Diversity training is integral, ensuring that all team members feel valued and understood.

Internship Programs and Employment Benefits

For those starting their careers, Syntricate Technologies offers robust internship programs that provide real-world experience and networking opportunities. Interns at Syntricate Technologies gain invaluable industry insights and professional skills that are crucial for future employment. Full-time employees enjoy a comprehensive benefits package that supports both their professional and personal lives. Benefits at Syntricate Technologies are designed to ensure employees are healthy, happy, and secure.

Applying for a Position

To apply for a position at Syntricate Technologies, candidates should prepare a resume that highlights relevant experience and skills. The interview process is designed to assess not only professional qualifications but also a candidate's fit within the company culture. Syntricate Technologies values curiosity, creativity, and a passion for technology.

Stay Connected with Syntricate Technologies Careers

Interested candidates are encouraged to explore the various job opportunities on the Syntricate Technologies careers page. Stay updated with the latest company news, employment trends, and career tips by subscribing to the Syntricate Technologies careers newsletter.

Join Syntricate Technologies

Discover the career possibilities that await at Syntricate Technologies. Search open positions that match your skills and interests. Syntricate Technologies is looking for passionate, driven, and innovative team players ready to contribute to a leading technology company.

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Learn more about Syntricate Technologies
Size
51 employees
Industry
Information Technology
* Ladders Estimates

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