Product Analyst

2 hours ago

Hyderabad Telangana, India Randstad Full time

job detailsMAJOR RESPONSIBILITIES AND ACCOUNTABILITIES Provide tier 3 product support for assigned applications and escalated support from tier 1 and 2 service operation teams Function as escalation contact and specialist on critical and major Incidents Join conference bridges to take issues to resolution Leverage HCA Healthcare ITSM products and tools in accordance with ITIL standards Work ITSM queues responding to customer issues and requests within defined SLAs Work directly with the customer to resolve escalated issues Work directly with service operations product and vendor teams to resolve prevent and eliminate customer technology issues Communicate relevant product information to user base and appropriate stakeholders Actively participate with product team in stewardship to report on operational status of product Track development fixes and publish to customer base and ITG Leverage ITSM Knowledge base for tier 1 and 2 analysts to equip them for customer first call issue resolution as well as alert resolution all interaction types i e incidents alerts requests Include customer facing knowledge article publishing for users Coordinate any downtimes upgrades and change schedules Leverage ITSM processes Add infrastructure and other CMDB assets relationships as needed based on new technology or modifications to the platform infrastructure Actively own and participate in lifecycle management of assigned applications and infrastructure Maintain vendor contacts and support matrix necessary for ITG Operations Have the ability to resolve simple production support issues

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