Production Support Analyst

We have an opportunity for a Production Support Analyst to join our growing team.

Qualifications

Bachelor or Master degree in science or information technology or engineering domain from an accredited college or university.

Responsibilities

  • Record and classify received incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible.
  • Assign unresolved incidents to appropriate tier 2 support group.
  • Log all incident/service request details, allocating categorisation and prioritisation codes.
  • Keep users informed about their incidents’ status at agreed intervals.
  • Associate incidents with other records (i.e. incidents, changes, problems, knowledge articles, known errors, etc.).
  • Provide first-line investigation and diagnosis of all incidents and service requests.
  • Verify resolution with users and resolve incidents in ITSM tool.
  • Escalate major incidents to the incident and/or problem manager.
  • Escalate incidents at risk of breaching service level agreement to the incident process coordinator.
  • Owns all incidents and service requests throughout the lifecycle.
  • Manage incident response efforts to assess the criticality of an incident, appropriate mitigation activities, communication across the organisation, and ensure proper documentation is produced outlining the details of the incident.
  • Serve as focal point for larger information security incidents, including providing awareness.
  • Ensure that incident management is consistent across all parts of the business.
  • Proactively participate in the continuous review of event handling in order to highlight tooling or process control gaps.
  • Compile and validate statistical data for management reporting.
  • Adhere to SLAs.

Requirements

  • 3+ years relevant experience in ITIL process.
  • Ability to handle sensitive matters with discretion and maintain confidentiality.
  • Ability to effectively host calls with customer.
  • Ability to handle multiple competing priorities, while maintaining attention to detail.
  • Strong working knowledge of Microsoft Office (Excel, PowerPoint, Word).
  • Flexible with shifts/work days.

Additional Knowledge & Skills

  • Strong verbal and written communications skills
  • Team player with excellent interpersonal skills.
Apply for:

Production Support Analyst

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Department:

Production Support

Location:

Bangalore / Goa

Experience:

0-2 Years

Job Type:

Permanent

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