Support Analyst 2

Incident Management Identifies impact and validates priority

Provides technical and functional analysis Provides the solution to users

Identifies and communicates potential workarounds

Informs users on the status of incident processing

Provides the link with level 3

Continues from the handling of the incident until its closure Service Request processing

Takes into account RH requests Processes RH or forwards it to a contributor Informs users on the status of RH treatments

Continues the treatment of the RH until its closure

Contributes to the analysis of root causes linked to incidents, (Problem Management) Participates or even leads the analysis of root causes of incidents

Transmits the result to the contributors in charge of implementing the patches

Exploits the monitoring of services

Exploits the monitoring set up by the construction and/or infrastructure teams

Takes into account the alert and informs potential contributors to anticipate impacts on users

Validates changes in production (change management) Analyses exchange requests to measure their impact on users

Rejects or accepts the change based on his/her analysis

If the exchange is accepted, Inform users of the potential impacts if the exchange is acceptable

If the exchange is rejected, provide arguments to the exchange coordinator

Contributes to the continuous improvement of applications

Feed back to the development teams the potential improvements detected by the users or by themselves

Capitalizes the knowledge acquired