Contract | Associate | Tennessee

Job Description

Contract | Associate | Tennessee

Job Summary LOCATION: Tennessee DESIGNATION: Associate QUALIFICATION: Engine Room Analyst
Your role
Do you like to work and explore multiple, complex IT technologies? Are you a comfortable working with Global teams? Do you have proven ability to solve complex issues, covering both technical and business needs? We are looking for someone like that who can help us with the following key tasks:
We’re looking for a Engine Room Analyst to:
• Provide support to our essential services over 7 days a week in follow the sun model
• Provide technical support for critical IT applications in field of Incident Management, Infrastructure Management, Change Management, Service Governed and Request Fulfilment
• Have a good understanding of impact and urgency to be able to triage cases, escalate or park them depending on priority
• Have a strong Service Delivery culture with the aim to provide the best service to our clients.
Your team
TOC I&P Enterprise Tools maintain the firm's operational monitoring platforms, our automation & data analytics platforms as well as the tools for our development build chain. Finally, our ITSM suite brings together all these services to provide a single portal to support the IT operations. We make sure that these services are always available ensuring that TOC knows our IT estate is always available.
You as Engine Room Analyst will be at the spear of the engagement with our clients working in 7 days a week, follow the sun shifts model delivering premium service for our key applications
Your expertise
• Proactive team player in a global environment
• Ideally hands-on experience with Windows and UNIX environments.
• Strong English communication skills
• Experience with sustainable support processes and methods with strong Client focus.
• Confident communicator that can explain technology to non-technical audiences
• Capable of understanding client needs and translating this into products and services
• Stays calm and keeps focused under pressure
Good to have
• Experience working with Databases (MS SQL, Oracle, MySQL, etc)
• Experience producing reports based on multiple Data Sources (i.e. Tableau, MS SQL, Excel)
• Experience working with Automations/Scripting (Powershell, Python, Bash scripting, etc)
Operational Monitoring Tools- BigFix,AppDynamics and Netcool (1.) To adhere to quality standards, regulatory requirements and company policies (2.) To provide support for on call escalations and doing incident and problem management (3.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team (4.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (5.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives (6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans. SKILLS: Technical Skills-Automation-PnP-HCL Eagle/IBM BigFix EXPERIENCE: 4.5-8 Years NO. OF POSITIONS: 1 View Job Details and Apply