Platform Technology- Sr Analyst

• Maintaining Production Issues Tracking spreadsheet
• Generate reports as defined on regular basis
• Generate adhoc reports as requested

Others

• Anticipate future needs based on current usage and make recommendations for the same
• Review daily reports and recommend changes based on trends
• Interface with the Application Development team / Database Team to help address, define and resolve problems as they occur
• Acknowledge and communicate reported issues
• Escalate issues based on urgency and business impact

Minimum 2 years of experience in remote desktop support, Voice integration with US based end users.

• Handle P1/P2 outages as Incident Manager and participate in problem management by coordinating with L2/L3 teams
• Establish governance between L2/L3 teams, account managers, area/regional managers to understand and prioritize business need
• Able to answer call and understand user requirement to provide a good customer service over phone
• Ability to operate at all levels within the organization and cross functionally within multiple client organizations
• Ability to troubleshoot issues that may cross functional area boundaries, i.e. database, storage, system, and network
• Acknowledge, resolve and/or escalates issues in a timely fashion
• Strictly adhere to defined SLAs
• Understand business requirements for customer base and be able to translate them into technical requirements
• Ensure the highest levels of customer satisfaction
• Specific areas of responsibilities include: Self driven towards evaluating advanced technologies & recommending the right solutions
• KPI / SLA tracking for OSI HelpDesk Team