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Support Analyst - Major Incident Management

2.00 to 5.00 Years   Pune   08 Jul, 2021
SunGard IT Availability (India) Private Limited
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

Description

Our diverse, global team of Sungardians are passionate about applying their insight and deep expertise in production and recovery to Lead with Resilience. We work to understand our customers business goals, tailor services that align with their desired business outcomes, and deliver the right environments for managing their critical IT systems. Every Sungard AS employee makes a meaningful contribution to delivering on our mission to transform IT for resilient business. We want to add outstanding talent to our team. If you want to become an integral part of a collaborative organization that offers industry-leading benefits and a commitment to employee advancement, we d be excited to speak with you!

Title: MIM Support Analyst

Years of experience: 2-5 Years

Location: Pune

Job Purpose Statement

The role requires knowledge of the SungardAS Services offerings, expertise as a customer support analyst as well as a practical understanding of ITIL framework. The role requires excellent customer service skills and the ability to properly triage and escalate customer incidents, requests and problems to the relevant teams.

Key Responsibilities

  • Accountable for engaging internal and external stakeholders when required as part of the Major Incident Management process.
  • Working with Major Incident Managers to ensure incidents are resolved in a timely manner.
  • Single point of contact for all hierarchical escalations.
  • Accountable for providing Notifications to customers regarding single or multiple customer outages.
  • Provide exceptional customer service, professionalism and a strong sense of urgency to our customers and fellow team members.
  • Work supportively with colleagues, operating in a collegiate manner at all times and in line with the Company s values.

Technical Competencies (Experience and Knowledge)

  • Proficient in MS Office (Word, Excel, PowerPoint, Visio, SharePoint.
  • Basic Knowledge about Systems, Backup and Network.
  • This position also requires a general understanding of the OSI model, including TCP/IP, distributed computing, LAN/WAN technologies, as well as ITIL foundations and principles.

Skills and Behavioural Competencies

  • Requires exceptional verbal and written communications skills as well as strong customer service and inter-personal skills.

Special Requirements:

  • Requires the ability to thrive in a demanding, fast paced 24x7x365 operations support environment, which may occasionally require working after normal business hours or weekends.
  • Candidate might need to extend support during Week Offs depending on the business requirements.
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Keyskills :
unixtroubleshootingcustomer relationsslaenvironmentms office wordmajor incident managementms officeosi modelcustomer servicecustomer supportincident managementoperational supportinterpersonal skillsprofessional liabilitylanwanosiitil

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