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Service Support Analyst

5.00 to 9.00 Years   Chennai   17 Sep, 2019
IBM India Pvt Limited
Job LocationChennai
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

As a service Support Analyst, you are accountable for effective management of Service Support (Incident, Problem, Change Management) processes and compliance of the processes in BAU. Functional responsibility of the Service Support team.Come join our team of IBM experts, who are leaders with vision, distinguished engineers and IT architects who have worked with thousands of clients to transform enterprise IT, migrate to cloud, apply automation and ensure business continuity. We help client run their IT better, accelerate innovation and deliver unmatched performance with the power automation.If you thrive in a dynamic, reciprocal workplace, IBM provides an environment where you will be challenged and inspired every single day. And if you relish the freedom to bring creative, thoughtful solutions to the table, theres no limit to what you can accomplish here.Your Role and Responsibilities

  • Accountability for audibility of the documented process
  • Deploying the documented process, including education of process users during deployment
  • Presenting proposed improvements to the process to the Account Process Team and Competency Team, as appropriate
  • Updating and approving policies for their account
  • Reviewing and approving applicable proposed improvement to the process
  • Evaluating and approving requests for deviations from the agreed standards
  • Accountability for the integrity and validity of the documented process
  • Accountability for the audit ability of the documented process
  • Deploying the documented process, including education of process users during deployment
  • Assisting in resolution of process exceptions that arise during normal day-to-day process activities as requested
  • Monitoring regular process measurements
  • Address and analyze negative trends that impact effectiveness or efficiency of the IPCR processes
  • Ensuring appropriate issue records are opened to address negative trends that are associated with specific operational areas or functions
  • Ensuring ongoing education is provided to process users when requested or when circumstances indicate that education would improve process execution
Required Professional and Technical Expertise
  • Minimum 10+ years of experience and at least 5-9 years of experience in Incident/ Problem /Change Management.
  • Proven interpersonal skills with collaborative attitude while contributing to team effort by accomplishing related results as needed.
  • Proficient in using MS Office tools.
  • Project Management Skills
  • Good understanding of infrastructure technologies
Preferred Professional and Technical Expertise
  • Certifications: Relevant Certifications like ITIL v3 (Inter/Expert) / COBIT / PMP , Preferably MCSE / CCNA certified Certification
  • Ability to ensure that all the data pertaining to the company and its clients is safeguarded against unauthorized or illegal use by implementing various methodologies against those who violate the security rules and regulations
  • Proficient to maintain the availability, integrity, and confidentiality of the information and to maintain its authenticity, control and utility of the relevant data
  • Experience in supporting all the necessary procedures related to security approval, accreditation, certification, etc.
  • In-depth knowledge to implement a realistic approach during the certification schedule and process
  • Hands-on experience to ensure compliance with vulnerability and mitigation procedures and to establish and install security fixes at regular intervals
  • Languages: English, Hindi and Local Language TELUGU is preferred.
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Keyskills :
unix troubleshooting customerrelations sla environment environmentalimpactassessment msoffice globaldelivery audiomastering managementskills projectmanagement temresponsethe supp tservices

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