Operations System Enhancement Specialist

1 week ago

Pune, Maharashtra, India beBeeAnalyst Full time

Key Roles and Responsibilities:

  • Incident Management: To contribute to the seamless operation of critical systems and processes by providing essential support in incident management, communication, change execution, and continuous service improvement.
  • Technical Escalations: Assisting with technical escalations, data analysis, and automation efforts to ensure optimal system performance and client satisfaction.

What You'll Do

  • Engage and Communicate: Engage, escalate, and communicate notifications as needed to Level 3 technical support, management, and critical incident management teams.
  • Bridge Calls: Open and manage bridge calls for technical teams to facilitate collaboration and accelerate problem restoration and/or resolution.
  • Communication Responses: Provide clear and timely communication responses for the resolution of client-impacting issues and for the identification of action plans.
  • Root Cause Analysis: Assess incident criteria to determine if a formal root cause analysis is required.
  • Liaison Work: Liaise with internal technical resources and provide essential technical feedback for communication to both internal and external clients.
  • Change Execution: Ensure all change activities are appropriately planned, authorized, and executed in strict adherence to relevant internal methods, processes, and procedures.
  • Continuous Improvement: Participate actively in the continual service improvement process by providing constructive feedback related to their role to enhance existing processes and services.
  • Automation Assistance: Assist with the administration of automation products, applications, and business processes.
  • Tuning Opportunities: Assist with the identification of tuning opportunities to improve run-time optimization and collaborate with business/application teams to remedy identified issues.
  • Communication Line: Assist in gathering necessary data to maintain a continuous line of communication, keeping internal partners informed of all critical issues.

Qualifications and Skills:

  • Education: Bachelor's Degree in Information Technology or a Business-related field; or relevant experience in lieu of education.

Preferred Qualifications:

  • IT Education: Bachelor's Degree in IT or a Business-related study.
  • Operations Experience: Operations experience with CA, BMC, or IBM suite of products.

Key Skills and Capabilities:

  • Professional Concepts: Learns to use professional concepts. Applies company policies and procedures to resolve routine issues.
  • Job Complexity: Works on problems of limited scope. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained.
  • Supervision: Normally receives detailed instructions on all work.
  • Multi-tasking: Ability to multi-task and adapt to several projects at a time.
  • System Knowledge: Ability to understand concepts of mainframe and/or distributed work and processes tied to them.
  • Software Skills: Advanced knowledge of software such as Microsoft Suite, SQL, DB2, etc.

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