Production Support Analyst

Job Description of Production Support Analyst:

• Record and classify received incidents and undertake an immediate effort in order to restore a failed service as quickly as possible
• Coordinates and drives restoration of service for major incident events.
• Directs escalation to service teams senior management and leaders to ensure appropriate awareness engagement and focus on major incident events.
• Should be good at Chairing bridge calls for driving effective coordination and incident resolution for major incident events.
• Work closely with SMEs to quickly identify customer impact (who how when)
• Handle the customer escalation for all infrastructure related incidents and service requests.
• Produces accurate and timely communications tailored to relevant audience (Senior Leaders and internal Stakeholders)
• Monitor the effectiveness of the ticketing tool and provide recommendations for enhancements
• Monitor on process compliance and ensures the quality of the process
• Conduct a daily review calls for ageing Incident/Request tickets
• RCA coordination and publishing as per SLA
• Drive a Problem Management process efficiently and effectively
• Ensure to capture all repeat incidents as proactive problem tickets.
• Ensure investigation and diagnosis of all problems for root causes.
• Conduct weekly reviews on roadblocks with P1 problem preventiveaction implementation.
• To maintain an uptodate Knowledge Management Error Database (KEDB) that stores workarounds and resolutions for known problems
• Person should have bent of mind to understand various report/analytics need in operations time to time and must be able to produce it.
• Good understanding of production IT Environment and IT Operations with ITIL certification.
• Bachelors degree with minimum 3 years of experience in an Incident/Problem Management role
• Experience with Service Desk and Incident escalation and Problem management.
• Must be curious and have a passion for solving problems.
• Person should have excellent communication skills & flexible attitude
• Person should have excellent knowledge working in MS office.
• Ability to work rotating shifts to support 24/7/365 organization