Support Analyst

Job Description

Primary skills

· Good communication and client facing skills is mandatory

· Familiar with ITIL v3 framework and support experience

· Worked on Incident ticket Tools like BMC Remedy, Service now, Jira, HP ALM (Any one)

· Technologies involved on the Application – SQL or Unix or BatchScripts knoweldge

Optional skills

· Good to have scripting knowledge (Optional)

· Have worked on supporting Oncall projects (Optional)

· Technologies involved on the Application – AS/400, Mainframes, Java, Dot NET (Any Two is fine)

BAU activities

· Responsible for L1 Issue Resolution/Escalation

· OK to work 24x7

· Be able to coordinate with L1-L2-L3 teams for getting the SOP based resolutions identified and help left shift such ticket resolutions

· Monitor availability of the applications and notify support team in case of exceptions and also provide update to applications owners and business stakeholder on the status and the potential impact.

· Manage tickets and tasks escalated by the Level 1 team (Service Operations' analyst) and also handle Customer requests assigned by the Lead

· Follow the SoP to resolve the ticket

· Escalate tickets that require external intervention

· Alert Leads for tickets where there can be a potential SLA breach

· Assist in support hours of operation and off hour production emergencies.

· Facilitate on time delivery and ensure quality of delivery

· Promptly notify and involve critical incident management of high priority issues

· Coordinate with application SMEs for urgent issues

· Communicate with other interfacing Groups for any issue reported

· Should be responsible to review/maintain KEDB on regular basis

Contribution to Org Initiatives:

· Adhere to Organization policies and procedures

· Participate in project and organization initiatives led by the Delivery leadership

· Contribute new ideas and innovative approaches at work, including CSI themes

· Provide data and related inputs for producing management information

Technical Skills

SNo Primary Skill Proficiency Level * Rqrd./Dsrd. 1 ServiceNow Enterp Service Mgmt PL1 Required

Proficiency Legends

Proficiency Level Generic Reference PL1 The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels. PL2 The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects. PL3 The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects. PL4 The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.