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87 Providence College of Engineering Jobs
Principal Operations Support Analyst
12-15 years
Hyderabad / Secunderabad
1 vacancy
Principal Operations Support Analyst
Providence College of Engineering
posted 1mon ago
Job Role Insights
Job Description
- At the highest level your job will be to improve the end user s support experience and reduce support costs through optimization.
- Thinking creatively to identify and reduce high volume ticket drivers and partnering with engineering to resolve these issues.
- Thinking creatively to identify opportunities to transition support from engineering to the initial support representative
- Collecting and analyzing data from various sources and using that data to make proposals to solve identified opportunities.
- Partnering will support team managers to:
- Listen to concerns and help drive process improvements.
- Identify and communicate opportunity areas and understand how our team can help them succeed.
- Measure success
- Understand the business environment and propose change not previously considered.
- Partnering with engineering teams walk through identified ticket drivers, advocate to prioritize engineering improvements, listen closely to understand what engineering can do to help resolve, and follow up to ensure action.
- Managing multiple projects in parallel including: Coordination, tracking, and managing priorities across multiple stakeholders and limited resources.
- Identification of risks to level of support, volume spikes, and possible project delays
- Creating project plans including roadmaps and meeting target delivery dates
- Regular status reporting on projects with leadership.
- Leverage data to find trends in support ticket volumes.
- Clearly articulate business problems to business and engineering teams including charts, graphs, ticket examples and proposed solutions.
- Meet with various teams across the enterprise from business to engineering to track progress on various initiatives and collaborate to propose new initiatives.
- Plan releases across multiple teams including considerations for training, communication, other projects running in parallel and external factors that might impact the support team.
- Required: Able to work during standard US working hours from 8am to 5pm PST.
- Bachelor s degree in computer science or related field
- 12-15 years of experience in the computer field in a variety of roles including engineering, Project/Program management, or Data Analysis.
- Required: MS Outlook, Word, Excel, MS Teams
- Required: Excellent interpersonal, verbal, and written communication skills
- Highly desired: Microsoft SQL
- Good to have: Background in Customer Experience, Service Now, Power BI, Citrix, Nexthink.
Employment Type: Full Time, Permanent
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Providence College of Engineering Benefits
Soft Skill Training 
Team Outings 
Cafeteria 
Education Assistance 
Health Insurance 
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