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Accelya

Senior Analyst - Customer Support (L2 Support)

Early Applicant
  • 3 months ago
  • Be among the first 50 applicants

Job Description



As a Senior Analyst - Service Management, you will be responsible for running successful operations & experience of developing procedures. You will also be providing service delivery Solutions and implementing the service delivery process covering service level agreement, knowledge management and procedures/ service standards for operational excellence.

Duties and Responsibilities:
  • Work closely with Service Management teams and focus on automation and proactive approach
  • Look into customer escalations/complaints regarding Service Management operations and delivery
  • Define and set up controls for Incident, Change, Problem and Knowledge Management under Service Management vertical
  • Coordinate with various Application and Infrastructure support groups during the course of high priority Incidents
  • Availability to work on different shifts.

Knowledge, Experience & Skills:
  • Experienced in client interface for issue resolution.
  • Issue assignment to team members & tracking.
  • Working on processes to make sure customer SLA s are met and desired satisfaction level is achieved.
  • Validation of issues getting reopened.
  • Hands on Support for a set of customers accounts and leading teams supporting the product application.
  • Bachelors degree in any engineering field, ITIL Foundation qualified.

More Info

Industry:Other

Function:Service Management

Job Type:Permanent Job

Skills Required

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Date Posted: 09/08/2024

Job ID: 88074205

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