Analyst - Operations Excellence

Job description

1. Proactive monitoring and investigation of logs: Initiate Windows, VMWare, HyperV administration, troubleshooting, investigate to identify the possible issues, locate the device/service causing the issue.

2.Restoration and Resolution: Identify the issue based on troubleshooting and decide on the actions required to be implemented for resolving the issue. Refer to required KEDB or Knowledge bases for known issues/repetitive issues and resolution steps. Implement the resolution steps, execute, validate and update ticket with steps taken and outcome

3. Triage: Once the resolution steps are completed if the issue is still not resolved or if it s an unknown issue and standard troubleshooting methods did not resolve the issue, escalate the ticket to L3 SME and support the troubleshooting process, if there is a bridge, continue on the bridge along with the SME. This support includes coordination with 3rd party vendor technicians.

4. Process Compliance:

- Gather information from vendor, customer, analysis from the troubleshooting/investigation, resolution steps implemented and update the tickets regularly, as per the defined process

- Prepare a detailed report on the plan of action for the existing tickets for the next shift engineer

- Followthrough and execute the various Escalation Matrix (Vendor,Internal and Customer defined)

- Ensure tickets are closed post user or customer communication

- Constantly track tickets for SLA adherence and escalate on deviations as defined in the process