About this role
Job Description – Senior Support Analyst
Primary Responsibilities
• Management of the global application support organization (Level 1 and L2 support) • Management of the Service Management and Service Introduction functions
Other Key Responsibilities
• Improve the quality of production support services • Drive continuous improvement initiatives • Establish and maintain a constructive relationship with the support service provider(s) • Ensure service metrics are captured, analyzed and communicated • Identify and analyze support service and ticket trends; determine system improvements; implement change • Wherever appropriate, evaluate and re-design support processes • Mediate in cases where there are conflicts, differences of opinion, differing priorities, etc. • Ensure that relevant status reports are produced and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence • Ensure that improvement initiatives identified in service reviews are acted upon by the service provider and progress reports are provided to stakeholders • Ensure that customer complaints are investigated, escalated (where necessary), and tracked to closure • Review service scope, SLAs and other agreements on a regular basis and evaluate proposals for any changes to the SOW • Participate in strategic planning and provide inputs and recommendations wherever appropriate • Manage service transitions • Manage support vendors / service providers • Monitor support costs and ensure support cost optimization • Provide management and operational oversight to service provider activities and act as an escalation point for any milestone that the supplier fails to complete • Establish governance processes (meetings/reviews, reporting) and ensure adherence by the service provider • Work on the financials, participate in the annual budgeting / forecasting exercise, review and approve costs submitted by the service provider • Manage activities associated with both internal and external IT audits
Experience and Skills
• Should have around 5-7 years of experience within IT – including Support Services engagements • Should have knowledge and experience of support process (e.g. ITIL) and support tools (e.g. ServiceNow, Ivanit, FreshService, and FreshDesk, etc.) • Should have good communication, analytical and organizational skills • Should be hands-on, delivery focused and with a strong sense of ownership • Experience of working on Microsoft Navision, Business Central, OTM Azure, Salesforce, and/or .NET technologies would be an advantage