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1 HotelHub LLP Job
Production Support Analyst
HotelHub LLP
posted 23d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Bachelor or Master degree in Science or Information Technology or Engineering domain from an accredited college or University.
Job Responsibilities
- Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible.
- Assign unresolved Incidents to appropriate Tier 2 Support Group.
- Log all Incident/Service Request details, allocating categorization and prioritization codes.
- Keep users informed about their Incidents status at agreed intervals.
- Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.).
- Provide first-line investigation and diagnosis of all Incidents and Service Requests.
- Verify resolution with users and resolve Incidents in ITSM tool.
- Escalate Major Incidents to the Incident and/or Problem Manager.
- Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator.
- Owns all Incidents and Service Requests throughout the lifecycle.
- Manage Incident Response efforts to assess the criticality of an incident, appropriate mitigation activities, communication across the organization, and ensure proper documentation is produced outlining the details of the incident.
- Serve as focal point for larger information security incidents, including providing awareness.
- Ensure that incident management is consistent across all parts of the business.
- Proactively participate in the continuous review of event handling in order to highlight tooling or process control gaps.
- Compile and validate statistical data for management reporting.
- Adhere to SLAs.
- 3+ years relevant experience in ITIL process.
- Ability to handle sensitive matters with discretion and maintain confidentiality.
- Ability to effectively host calls with customer.
- Ability to handle multiple competing priorities, while maintaining attention to detail.
- Strong working knowledge of Microsoft Office (Excel, PowerPoint, Word).
- Flexible with shifts/work days.
- Strong verbal and written communications skills
- Team player with excellent interpersonal skills.
Employment Type: Full Time, Permanent
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What people at HotelHub LLP are saying
Rating based on 1 Production Support Analyst
review
Anonymous · Engineering - Software & QA
in Bangalore / Bengaluru
Likes
Everything good at Hotelhubthere
- Salary - Excellent
+6 more
Dislikes
There is nothing to disappoint
Production Support Analyst salary at HotelHub LLP
reported by
3
employees
₹3.5
L/yr - ₹7
L/yr
15%
less
than the average Production Support Analyst Salary in India
View more details
What HotelHub LLP employees are saying about work life
based on 29 employees
Flexible timing
Monday to Friday
No travel
Day Shift
HotelHub LLP Benefits
View more benefits
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