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Engaged Employer

Inchcape Shipping Services

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3.5

based on 160 Reviews

2 Inchcape Shipping Services Support Analyst Jobs

India - Support Analyst

Inchcape Shipping Services India Pvt. Ltd

3.5

based on 160 Reviews

12-13 years

Chennai

1 vacancy

India - Support Analyst

Inchcape Shipping Services

posted 23d ago

Job Role Insights

Flexible timing

Key skills for the job

SQL Customer Support Analytical Chemistry Application Support IT Business Analysis CCTV Monitoring

+ 3 more

Job Description

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 s 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

Bachelor s 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.