Manager - Apps Support - GRD

Title: System Analyst - Applications

- Your primary responsibility is to facilitate the restoration of normal Application technology operational service with minimal business impact on the Customer within agreed service levels and business priorities.

- To drive the operations and culture where the customer and stakeholders are the first beneficiary.

- Receive Application problems escalated from SDI and event management team for IT related service problems

- To facilitate the restoration and fulfillment of normal technology operational service with minimal business impact on the Customer within agreed service levels and business priorities

- Act as the 2nd or 3rd level of escalation for problem resolution

- Apply customer service skills to draw any further required diagnosis information from customer

- Apply IT knowledge to resolution of problems

- Continuous improvement in Service. E.g. Turn Around Time, Service Levels, First Call Resolutions, Resolutions, Customer Satisfaction Score, Ticket Quality, Resumption Times, Open Ticket Aging, Call Quality, etc

- One mandatory Advanced domain skill in technology which is in line with our requirements. (Eg, Unix, Windows XP/2003, AS400, Oracle, JAVA,VB, .NET, UNIX, SYBASE, SQL SERVER, Peoplesoft, ORACLE, MQ, Linux, LDAP etc)

Desired Knowledge: COPC / TQM / Six sigma quality exposure, ITIL Standards and Framework.

Skills: ITIL, incident, problem, application performance, contact center, production support

No. of opening: 1

Education: Any Graduates

Industry: ITES/BPO/KPO

Somanathan