Lead Support Analyst

6 months ago

Chennai, India Rotork Full time
Job Description

  • Respond promptly to incidents reported through 1st line support or monitoring systems. 
  • Diagnose, troubleshoot, and resolve issues following agreed procedures. 
  • Escalate complex or unresolved incidents to appropriate teams or third-party vendor adhering to agreed service level agreements (SLAs). 
  • Participate in the Major Incident Manager (MIM) Cover Rota and manage assigned major incidents in accordance with the Major Incident Procedure.  
  • Monitor team & application performance through metrics and KPIs, identifying areas for improvement and implementing necessary changes.
  • Collaborate with cross-functional teams to prioritise and address critical issues and escalations. 
  • Communicate effectively with end users, providing clear instructions and guidance on the use applications services. 
  • Keep users informed about the status of their support tickets and maintain ticket records following ticket management standards and procedures.
  • Ensure regular reviews and operational checks are carried out to schedule. 
  • Manage service management queues to ensure issues and requests are allocated and resolved in a timely fashion.
  • Liaise with colleagues and vendors to document processes and solutions and build team knowledge. 
  • Act as a single point of contact for customers and other teams in IT for escalation.
  • Monitor team performance through metrics and KPIs, identifying areas for improvement and implementing necessary changes. 
  • Support the Global Service Delivery Manager in vendor management, risk management and operational management. 

 


Qualifications

  • IT certifications such as Microsoft Dynamics 365 Fundamentals (& higher) is highly desired.
  • Bachelor’s degree in information technology, Computer Science, or relevant on-the-job experience.
  • ITIL 4 Foundation certification &/or experience working in an ITIL environment is highly desirable.
  • Proven experience in IT application support, including at least 2-3 years in a leadership or team lead role.
  • Strong technical knowledge across a range of IT systems and applications.
  • Excellent communication and interpersonal skills, with a focus on providing exceptional customer service.
  • Problem-solving abilities and the capability to remain calm under pressure.
  • Familiarity with IT Service Management tools such as ServiceNow.
  • Experience dealing with Major Incident Management, Problem Management and Request Fulfilment processes is highly desirable.


Additional Information

Values

We expect all colleagues at Rotork to role model our organisational values and associated behaviours.

® • STRONGER TOGETHER - we put people first, we collaborate, inspire and support each other to win as One Rotork. o We think as one team, support each other, and achieve high performance together. o We’re open and honest, welcoming diversity and difference. o We act responsibly in the best interests of Rotork.

• ALWAYS INNOVATING - we’re committed to continuous improvement, thinking differently, and improving for the future. o We think differently and find smarter ways to be the best. o We strive for excellence and think Lean to continually improve. o We use our experience to solve problems, effectively and efficiently.

• TRUSTED PARTNER - we’re a responsible business proud of our customer focus. We put quality and service at our heart. o We put safety first and, as ethical and responsible citizens, consider the environment and communities we operate within. o We put customers at the heart of our thinking, understanding their needs and enabling their success. o We’re easy to do business with and do what we say we’ll do

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