Support Specialist

3 weeks ago

Pune, Maharashtra, India MICHELIN Full time

Job Title

Support Specialist

Job Summary

We are looking for a skilled and experienced Support Specialist to join our team at MICHELIN. As a Support Specialist, you will be responsible for providing technical support to our customers and resolving complex technical issues.

Key Responsibilities

  • Receiving and analyzing security reports generated through security tools.
  • Monitoring security incidents, managing incidents, assessing impact, and confirming priority.
  • Providing technical and functional analysis, delivering solutions to end-users, and proposing workarounds if required.
  • Informing end-users on incident management progress and working closely with other resolution teams.
  • Managing service requests according to expected levels of service, handling SR execution or assigning it to other contributors, and informing end-users on SR fulfillment progress until its closure.
  • Performing daily, weekly, monthly, quarterly, and yearly housekeeping activities, using monitoring tools set up by engineers and service owners, handling alerts, and communicating with other contributors to minimize impacts on end-users.
  • Contributing to user acceptance tests of projects related to service offerings.
  • Contributing to knowledge articles and EUX catalog updates, updating existing knowledge articles, and creating new ones.
  • Working in a follow-the-sun mode.

Key Achievements

  • Incident Management: Urgency identification and priority validation, technical and functional analysis, solution delivery to users, potential workarounds communicated, and incident status updated to users.
  • Service Request handling: Standard requests taken into account, processing carried out or forwarded to relevant contributors, status updates provided to users, and requests continued until closure.
  • Change Management: Participation in the change management process.
  • Problem Management: Participation in the analysis of root causes of incidents.
  • Monitoring/Observability: Monitoring systems set up by build and/or infrastructure teams used, alerts taken into account, and potential impacts on users communicated to relevant contributors. Incidents based on monitoring detections triggered and tackled.
  • Continuous Improvement: Feedback provided to development teams regarding potential improvements identified by users or the support engineer. Participation in the continuous improvement of the team.
  • Knowledge Management: Lessons learned from activities ensured to be documented and shared.
  • Service Level Management: the performance management system understood and alerts on cases of issues set.

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