Technical & Business Operations Analyst

Responsible for providing outstanding technical support to a global customer base.

• You will serve as the first point of contact for customers seeking technical assistance over the phone, Chat, tickets, and Emails.
• You will perform a complete incident management by doing ticket analysis, service interruption analysis, triaging of issues, and follow-up with relevant teams for resolution.
• Liaison with Technical team for issues identified and follow up on the same for quick resolution.
• Identifying priority Tickets and highlighting potential problems, ensuring that targets are met in line with tight key performance indicators.
• You will determine the best solution based on the issue and details provided by customers.
• You will walk the customer through the problem-solving process.
• Contribute to meeting the SLAs and critical metrics as applicable for the account and unit - for example, responsiveness, resolution, software quality SLAs, etc.

• Bachelor s degree in Science/IT/Computers or equivalents (Non Engineering Graduate)
• Minimum 1.5 to 4 years of experience in L1/L2 technical support role
• Excellent Communication skills (MANDATORY).
• Candidate should be flexible for 24*7 shifts.
• Service Now or any ticketing tool like Remedy/Helix.
• Careful attention to detail and excellent listening and communications skills being able to share and provide transparent updates
• Work experience with operating system (Linux, UNIX)
• Good to have ITIL certified.
• Good to have experience with any monitoring tools such as Splunk/Nagios / NetCool.
  

You will get to show off your fine-tuned skills for resolving issues and helping the end-user.
You will be a key member of a global, dynamic and highly collaborative team with various possibilities for personal and professional development.
You will have the opportunity to work in a multinational environment for the global market leader in its field.