India - Support Analyst

Job Purpose:

Inchcape has recently completed the modernisation phase of its Digital Transformation, and as part of the value phase is looking to develop a first-class Customer Support function to deliver exemplary support across our entire application eco-system. As one of the Analysts of this new internal function, you will own incidents resolution during your shift providing best-in-class round the clock support services to both internal and external customers for all of Inchcape digital products.

Duties and Responsibilities:

• Understand user needs, issues faced by users, evaluate incidents from business process and user persona/role perspective first then providing the right resolution at first.
• Resolve issues and requests raised by the internal and external customers, ensuring their day job is smooth.
• End to end ownership of incidents including third-party products incidents.
• Create / Update resolution documents as required and take ownership of incident life cycle in ITSM tool.
• Ensure live documentation for all applications supported for both users and other support analysts.
• Capture required data that will feed into the key success measures.
• Continuous learning and adapting to the dynamic ISS business processes.
• Spread knowledge on the incidents analysis and improve support services continuously.
• Handover of pending in progress issues to the support analyst in the next shift.
• Ensure continuous self-learning and product trainings.
• Take charge of escalation for any Customer Support incident where required.
• Contribute to identifying patterns, trend analysis, RCA, and workarounds.
• Collaborate with all other IT teams for critical and recurring incidents resolution
• Close collaboration with Product to drive a true DevOps culture, continuously planning for upcoming features and product changes.
• Ensure SRE best practices are followed for both proactive and reactive problem management.

Knowledge

Essential

• Bachelors degree in Engineering or Technology/MCA or equivalent work experience
• Must have working knowledge in agile environment, supporting modern cloud technology applications build on C#, .Net Core Full Stack, SQL Hands on, ITIL and ITSM
• Graphene, Kibana, Logs Monitoring
• Basic AWS
• Good Commercial alignment / awareness

Skills

• Excellent analytical and troubleshooting skills: ability to dissect complex problems•
• Customer Focus
• Documentation writing skills
• Adaptability and Change
• Apply technology to deliver business vision
• Influencing & negotiation skills

Experience

• Total 7+ years in an IT environment and 5+ years in Application Support & Business Analysis on products running on AWS Cloud technologies
• Must have extensive software development experience throughout the career.
• Part of Change or Release management team or Part of Production Support team
• Must have supported multiple products with follow the sun model.
• Use of modern support frameworks and tools.
• Disaster recovery or Business continuity planning experience
• Experience in delivering support services to internal and external customers.
• Must thrive in a fast-paced, time compressed and dynamic environment.