What will your job look like

• You will perform ticket analysis, service interruption analysis, triaging of issues, and follow-up with relevant teams for resolution.

• You will ensure that all required ticket information is available for further analysis (for example, screenshot of error and customer ID) and run methods and procedures to provide resolution to known/recurring issues.

• You will apply your skills to effectively use the existing knowledge base and documentation for quick-win and first-level resolution.

• You will perform queue management for assigning tickets to other teams, and follow up for timely resolution while keeping track of SLAs.

• You will ensure timely resolution or escalation within the agreed SLA. This includes creating a positive customer support experience and building strong relationships through understanding the problem, communicating promptly on progress, and handling customers with a professional attitude.

• You will update checklists for quality assurance and progress tracking, following standard operating procedures.

• You will ensure the seamless handover between shifts and monitor and publish the SLA achievement by keeping track of all KPIs.

• You will ensure crystal clear communication and documentation as a point of contact.

• You will perform validation, verification, and correction, wherever applicable, of artifacts of the system (reports, bills, event records, screens, and so on). You will report and properly document any errors that are detected.

• You will perform basic software system operations, using the online screen, running maps and jobs, basic configuration/installation, and taking backups.

• You will work on fallouts from various applications, journalize manual billing requests, process payments, and customize miscellaneous activities.

All you need is...

Professional & Relevant Experience – 2-3 years
Provide 24/7 production support services to maintain the highest standards of availability and performance for our business systems.
Demonstrate proficiency in SQL usage.
Demonstrate proficiency in Linux / Unix.
Understanding of shell scripting.
Possess a solid understanding of Microsoft Azure Cloud.
Familiarity with DevOps concepts and tool.
Resolve tickets promptly, ensuring uninterrupted production work and identifying workarounds when necessary.
Monitor various queues, address alerts, and take appropriate actions.
Demonstrate proficiency in cloud technologies Azure and AWS mandatory.
Knowledge of any ticketing system process.
Communication Skills - Good Working Knowledge in both spoken and written English
Bachelor's degree in Science/IT/Computer Science or equivalent
Experience writing software code in at least one programming language
Good knowledge of Object-Oriented Design and development
Experience in Production Support/Application Support

Why you will love this job:

• You will get to show off your fine-tuned skills for resolving issues and helping the end-user.

• You will be a key member of a global, dynamic and highly collaborative team with various possibilities for personal and professional development.

• You will have the opportunity to work in a multinational environment for the global market leader in its field.

Technical & Business Operations Analyst