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Support Analyst

3 months ago

Chennai, India Rotork Full time

Rotork is the market-leading global flow control and instrumentation company, helping our customers manage the flow or liquids, gases and powders across many industries worldwide.

Our purpose is Keeping the World Flowing for Future Generations.

For over sixty years, the world has relied on us to create the things that keep everything moving. From oil and gas to water and shipping, pharmaceuticals and food- these are the flows on which our modern world depends.

Today we're respected and admired for our people, performance and products. Our success flows from our commitment to engineering excellence, and that's what we will always pursue, safely and sustainably.

Rotork is going through an exciting period of change and growth, building on our existing market success. It's a great time to join us and make an impact in shaping the future of our business.

Job Description

  • Respond promptly to incidents related to Applications reported through the Service Desk or monitoring systems.

  • Diagnose, troubleshoot, and resolve application issues following agreed procedures.

  • Escalate complex or unresolved incidents to appropriate teams or third-party vendor adhering to agreed service level agreements (SLAs).

  • Implement and manage application updates, ensuring security updates are applied promptly to mitigate vulnerabilities.

  • Communicate effectively with end users, providing clear instructions and guidance on the use applications services.

  • Keep users informed about the status of their support tickets and maintain ticket records following ticket management standards and procedures.

  • Conduct regular reviews of operational checks such as batch jobs to ensure they are operational.

  • In addition to your primary support area, you may develop skills to support other areas of Service Delivery as defined and agreed with your manager, including local support tasks as required. You may also be required to perform Service Desk duties on occasion.

Qualifications

Essential

  • Strong understanding of incident triage, escalation, and troubleshooting application issues.

  • Effective communication and collaboration skills for technical support.

  • Ability to prioritise and meet SLAs for issue resolution.

Desirable

  • Work with diverse technology stacks, including bridging the gap between legacy systems and modern platforms.

  • Expertise in Microsoft Dynamics 365, with relevant certifications such as Microsoft Dynamics 365 Fundamentals (CRM, ERP), Power Platform, and ITIL Foundation.

Additional Information

Values

We expect all colleagues at Rotork to role model our organisational values and associated behaviours.

® • STRONGER TOGETHER - we put people first, we collaborate, inspire and support each other to win as One Rotork. o We think as one team, support each other, and achieve high performance together. o We’re open and honest, welcoming diversity and difference. o We act responsibly in the best interests of Rotork.

• ALWAYS INNOVATING - we’re committed to continuous improvement, thinking differently, and improving for the future. o We think differently and find smarter ways to be the best. o We strive for excellence and think Lean to continually improve. o We use our experience to solve problems, effectively and efficiently.

• TRUSTED PARTNER - we’re a responsible business proud of our customer focus. We put quality and service at our heart. o We put safety first and, as ethical and responsible citizens, consider the environment and communities we operate within. o We put customers at the heart of our thinking, understanding their needs and enabling their success. o We’re easy to do business with and do what we say we’ll do