Technology - Senior Analyst-Application Development-Technical Support Engineering

1 day ago

Noida, Uttar Pradesh, India EXL Full time
Description

Skills Technical Skills Application Support, Infrastructure Support Event and Service Management Certifications in Microsoft, ITIL Rich Understanding of Service Management Concepts Multiple ITSM Tool Management Basic understanding of Cloud Application/Report Administration Report deployment MS-Office Report generation using Excel, MS Project and Power Point Process Specific Skills Excellent understanding and familiarity with ITIL framework Excellent knowledge of Excel, MS Project, PowerPoint, etc. Soft skills (Desired) Ability to communicate effectively with all levels within and outside the organization, including senior management and technical teams Good listening and consultative skills Excellent written and presentation skills. - Keen attention to detail. Record minutes of meeting for all meetings between other teams Self-motivated, organized, strong initiative and be customer focused Good Multi-Tasking Skills 24 x 7 Support between– (Flexible for Shifts)

Responsibilities

Troubleshoot and resolve issues for Digital Services. This includes

  • Able to provide support across different shifts in 24x7 support environment.
  • SOP based troubleshooting on Alert and Incidents and issues escalated from Service desk team
  • Understand what the more difficult and time-consuming problems are and escalate them to cross function L2/L3 teams as quickly as possible.
  • Identify Areas of improvement by analyzing ticket trend.
  • Handle P1/P2 outages as Incident Manager and participate in problem management by coordinating with L2/L3 teams
  • Establish governance between L2/L3 teams, account managers, area/regional managers to understand and prioritize business need
  • Able to answer call and understand user requirement to provide a good customer service over phone
  • Ability to operate at all levels within the organization and cross functionally within multiple client organizations
  • Ability to troubleshoot issues that may cross functional area boundaries, i.e. database, storage, system, and network
  • Acknowledge, resolve and/or escalates issues in a timely fashion
  • Strictly adhere to defined SLAs
  • Understand business requirements for customer base and be able to translate them into technical requirements
  • Ensure the highest levels of customer satisfaction
  • Specific areas of responsibilities include: Self driven towards evaluating advanced technologies & recommending the right solutions
  • KPI / SLA tracking for Team
Qualifications

Graduate 

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