Operation Support Analyst

Position Summary:
The purpose of the Operations Support Analyst role is to deliver wetstock management services across all contracts as per client agreements, to manage the day-to-day responsibilities associated with tier 1 in system support, helpdesk activities, industry specific alert/alarm management and data analysis functions.

Responsibilities:

• Manage Tier 1 helpdesk, responding to issues in a timely manner and escalating where appropriate.
• Manage alarms and alerts using specific tools and software. Adhere to workflows and timeframes associated with each alert category and client contract.
• Monitor uptime of deployed data collection equipment or systems and escalate issues where appropriate.
• Conduct data/trend analysis using tools.
• Supporting the team on information and data queries and technical issues
• Operate software to process and analyse incoming data
• Identify trends and exceptions correctly using analysis tools
• Identify requirement for further in-depth root cause analysis on data, work on or assist with these cases as required.
• Publishing and reporting results across the multiple reporting platforms.
• Deliver on analysis KPIs and agreed services
• Work with the key customer account manager to provide technical support.
• Deliver training when required.
• Manage Tier 1 exception investigation and troubleshooting services as per client agreements, following standard workflows and processes.
• Investigations include managing workflows and tracking using ticket management software in specified timeframes
• Investigation activities may include, managing the delivery and completion of investigation templates, liaising with clients via email orphone, requesting feedback on issues, seeking information to complete necessary steps in root cause analysis
• Make informed accurate observations and determine next steps for clients to take.
• Maintaining administration for all accounts including appropriate and effective management of client communication (where needed).
• Produce reporting for distribution internally and externally. Development of ad hoc professional reports.
• Participate in training and process improvement activities as directed by the Operations Team Lead.
• Provide feedback on issues, workflow effectiveness and quality standards to Operations Team Lead.
• Report on KPIs for each of the functions described. Review these with Operations Team lead on a regular basis.
• Attendance and contribution at all team meetings
• Provide coverage for other team members during periods of absence or holidays

Key Performance Indicators:
The following KPI's set out the measures of success for this role:

• All work is completed by the due date/time for delivery
• All work is completed in accordance with quality standards
• Accuracy of analytical work as measured by established standards
• Effective and timely communication internally and externally
• Demonstrate sound decision-making and accuracy of investigative findings

Requirement:

• Tertiary Qualifications in Sciences/Mathematics or similar preferred.
• An ability to adhere policies, procedures and processes at all times
• An ability to represent and role model company's culture, values and policies at all times.
• Strong focus on high integrity / compliance
• Exceptional attention to detail

Desired Characteristics, Competence and Capabilities:

• Strong interpersonal skills (written / verbal)
• Excellent organizational and time management skills
• Ability to work unsupervised
• Ability to adhere to quality standards and processes

About Aumni Techworks:
Aumni Techworks, established in 2016, is a Software Services Company that partners with Product companies to build and manage their dedicated teams in India. So, while you are working for a services company, you are working within a product team and growing with them. We do not take projects, and we have long term (open ended) contracts with our clients. When our clients sign up with us they are looking at a multi-year relationship. For e.g. Some of the clients we signed up 8 or 6 years, are still with us. We do not move people across client teams and there is no concept of bench. At Aumni, we believe in quality work, and we truly believe that Indian talent is at par with someone in NY, London or Germany. 300+ and growing.

Benefits of working at Aumni Techworks:

• Our award-winning culture reminds us of our engineering days.
• Medical insurance (including Parents), Life and Disability insurance
• 24 leaves + 10 public holidays + leaves for Hospitalization, maternity, paternity and bereavement.
• On site Gym, TT, Carrom, Foosball and Pool table
• Hybrid work culture
• Fitness group / rewards
• Friday Socials, Annual parties, treks.