Tech Support Position(Business Analyst)

Tech Support Position(Business Analyst)

Vacancy expired!

• Creating a detailed business analysis, outlining problems, opportunities and solutions to customer provided feedbacks and the current process.
• Identify opportunities for systems improvements and report to stakeholders.
• Work with QRT techniques and methods for incidents handling.
• Communicate to client counterpart and L3 and finding ways to increase productivity and reduce manual efforts.
• Create conceptual prototypes and mock-ups with the help of technical experts and present to stakeholders.
• The SME would be developing skills that integrate with the SRE team
• Ensuring that the knowledge on core applications is retained through effective Knowledge Management.
• Provide in-depth area knowledge for team members. weekly connect with team and assist with complex incidents.
• Work with QRT to ensure accurate write-ups in OpsInsight.
• Work with documentation team to maintaining Knowledge Articles (KA)
• Performing Root Cause Analysis (RCA) for Major Incidents related to their area.
• Being available on call rotation 247 to address any critical client situations.
• Weekly connect with PMs and SREs
• Work incidents along with the offshore team especially the more complex incidents.
• To work on call 24x7 availability with other team members
• Track teams performance and quality
• To support Module Lead and Project Manager on tasks assigned.
• Required skills are Linux or Unix experience, AS400 or Java quarries, Strong American English Written and Spoken communication