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Analyst - PSS Operations Support 24X7X365

2 months ago

Sany, India Randstad India Full time
KeyResponsibilities
24X7 L1 support
Monitor andrespond to systemgenerated or user generated events and ticketspertaining to
PSS systems applications andservices.
Prioritize and resolve incidents according toestablished procedures.
Ensure quick incident resolutionto minimize downtime and service disruption.Proactive health checks
Conduct regularhealth checks on both application and infrastructurelayers.
Identify and address potential issues beforethey impact operations.
Collaborate with relevant teamsto implement preventive measures. Fix bridgemanagement
Manage and coordinate the resolution of P1 P2P3 tickets escalating as necessary.
Provide support tomajor incident management team during critical incidents ensuringswift
resolution and communications
Otherresponsibilities and requirements
Be available to takeoff hours service desk calls during specified / unspecifiedtimes.
Proficiency in incident management and monitoringtools
Excellent problemsolving skills and the ability towork under pressure
Willing ness to work in 24X7 shiftenvironment including weekends and holidays
Adhere toSLAs ensure consistently high customer satisfaction.
Work with Navitaire to resolve issues as per defined response andresolution times. Escalation managementEscalate issues or Navitaire or thirdparty vendors when
required.
Relationship management with variousfunctions/departments.
Responsible for implementation ofGovernance framework support and manage audit
requirements.
Maintain ticket / issue logs and publishto required forum on a regular basis.
Coordinate andwork with other digital teams to resolve issues support projectsspecial SALE
programs.
Develop and maintain aschedule of maintenance/upgrades/renewal tasks and ensuretimely
completion.
Coordinate and publishmaintenance windows and downtimes requested by Navitaire orDigital
teams.
Be aware of InformationSecurity Data Protection and safety policies and fully comply withthe
policies
Manage communications to variousstake holders be it normal routine or emergency
communications