11 August, 2019
Job ID: 20190811002
Job Role: Technical & Business Operations Analyst
Eligibility: BSc, BCS, BCA & MSc (CS & IT)
Vacancies: Not Mentioned
Salary: Not Mentioned
Must be BSc, BCS, BCA & MSc (CS & IT) Graduates ONLY.
Excellent communication skills, both spoken and written with good comprehension of the English language.
Good Analytical and problem solving skills/abilities
Knowledge of Basic SQL and Unix.
Knowledge of Automation procedures/processes
Should be open to work in 24 X 7 Shift environment.
The role involves handling incidents and service requests from customers/end-user by following the standard methods and procedures of the unit.
Manage/resolve tickets within established SLA time to repair guidelines
Apply second level triage to tickets along with primary focus on client interaction and communication
Perform initial investigation of client issues
Maintain a one stop closure/resolution rate of at least 80% in order to prevent development resources from being expended on minor issues
Manage and provide verbal/written updates, maintain and establish communication with the client via the ticketing interface, emails, scheduled calls, and Adhoc calls
Facilitate/contribute to scheduled meetings with customer
Act as client mediator/liaison in supplying development/application teams with client requirements when resolving application defects/incidents
Work closely with Release Mgmt Team and Development/application teams during issue trouble shooting until closure providing updates to all involved parties
Provide additional client communication support during releases/conversions by managing bridges, sending emails, and delivering real-time reports
Provide on-desk support for new functionality, releases, and major events