Support Analyst 2(SME)

Offerta Pubblicata Il 30-03-2024
Posizione :
Pune, India
Settore :
Sistema informativo
Contratto :
Regolare
Applicare

Descrizione

Support Analyst 2(SME)

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REALIZZAZIONI CHIAVE ATTESE • Incident Management Ø Identifies impact and validates priority. Ø Provides technical and functional analysis Ø Provides the solution to users. Ø Identifies and communicates potential workarounds. Ø Informs users on the status of incident processing. Ø Provides the link with level 3. Ø Continues from the handling of the incident until its closure. • Service Request processing. Ø Takes into account RH requests Ø Processes RH or forwards it to a contributor Ø Informs users on the status of RH treatments. Ø Continues the treatment of the RH until its closure • Contributes to the analysis of root causes linked to incidents, (Problem Management) Ø Participates or even leads the analysis of root causes of incidents. Ø Transmits the result to the contributors in charge of implementing the patches. • Exploits the monitoring of services. Ø Exploits the monitoring set up by the construction and/or infrastructure teams. Ø Takes into account the alert and informs potential contributors to anticipate impacts on users • Validates changes in production (change management) Ø Analyses exchange requests to measure their impact on users. Ø Rejects or accepts the change based on his/her analysis. Ø If the exchange is accepted, Inform users of the potential impacts if the exchange is acceptable. Ø If the exchange is rejected, provide arguments to the exchange coordinator. • Contributes to the continuous improvement of applications. Ø Feed back to the development teams the potential improvements detected by the users or by themselves. • Capitalizes the knowledge acquired. Ø Ensures the capitalisation of lessons learned from its activities.