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