Hi All,
Could you please provide your opinion on the NOC (2282) selected for the below JD.
Job Title: SW/ Application Tech Support Senior Analyst.
Job Duties:
● Email & telephone support as a Level 2 Service desk analyst.
● Monitoring and working on tickets in Tiara tool (BMC Remedy) and Service Now.
● Respond and route the incidents after analysis, create tasks for the right vendor.
● Handling all priority incidents & following it up until closure.
● To service all the incidents diligently and in accordance with the SLA’s and to ensure that the software applications progresses without any issues or errors.
● Managing Major incidents by notifying affected user or team by sending periodical update and involving various parties to remediate issue as soon as possible.
● Ensuring incident records are updated during the life of the incident to keep other stakeholders inform of progress.
● Call in for IMT meetings for the incidents which are not progressing towards solution or which needs multiple vendors to solve the incident.
● Highlighting cases where vendors are misusing the statuses for SLA relief to Management.
● Monitoring HP service management tool (BAC, BSM) and Qlikview [Mobile Order value chain monitoring tool] and proactively raising incidents.
● Handling a complex value chain of more than 150 applications.
● To ensure that customer complaints are resolved by taking corrective actions.
● Provide On-call support after business hours and on weekends.
● Follow up on ageing tickets with the requestor’s managers.
● Publishing Weekly EXIT IM report to the management, daily reports on the highly impacted incidents & generate reports from Tiara (BMC Remedy) & Service Now.
● Provide inputs on improving response by monitoring the display board and ensuring incidents are addressed on time.
● Co-ordinating with internals teams like Problem Management and Release management to ensure faster resolution on issues.
● As a part of problem management, highlighting repetitive faults and raise problem records as and when required so as to track the known errors.
● Provide training (Knowledge Transfer) to new resources in the team.
● Leading, guiding and mentoring new people in the team to enable them to deliver quality service to end customer.
Could you please provide your opinion on the NOC (2282) selected for the below JD.
Job Title: SW/ Application Tech Support Senior Analyst.
Job Duties:
● Email & telephone support as a Level 2 Service desk analyst.
● Monitoring and working on tickets in Tiara tool (BMC Remedy) and Service Now.
● Respond and route the incidents after analysis, create tasks for the right vendor.
● Handling all priority incidents & following it up until closure.
● To service all the incidents diligently and in accordance with the SLA’s and to ensure that the software applications progresses without any issues or errors.
● Managing Major incidents by notifying affected user or team by sending periodical update and involving various parties to remediate issue as soon as possible.
● Ensuring incident records are updated during the life of the incident to keep other stakeholders inform of progress.
● Call in for IMT meetings for the incidents which are not progressing towards solution or which needs multiple vendors to solve the incident.
● Highlighting cases where vendors are misusing the statuses for SLA relief to Management.
● Monitoring HP service management tool (BAC, BSM) and Qlikview [Mobile Order value chain monitoring tool] and proactively raising incidents.
● Handling a complex value chain of more than 150 applications.
● To ensure that customer complaints are resolved by taking corrective actions.
● Provide On-call support after business hours and on weekends.
● Follow up on ageing tickets with the requestor’s managers.
● Publishing Weekly EXIT IM report to the management, daily reports on the highly impacted incidents & generate reports from Tiara (BMC Remedy) & Service Now.
● Provide inputs on improving response by monitoring the display board and ensuring incidents are addressed on time.
● Co-ordinating with internals teams like Problem Management and Release management to ensure faster resolution on issues.
● As a part of problem management, highlighting repetitive faults and raise problem records as and when required so as to track the known errors.
● Provide training (Knowledge Transfer) to new resources in the team.
● Leading, guiding and mentoring new people in the team to enable them to deliver quality service to end customer.