Senior Analyst

The ideal candidate must possess strong communication skills, with an ability to listen and comprehend information and share it with all the key stakeholders, highlighting opportunities for improvement and concerns, if any. He/she must be able to work collaboratively with teams to execute tasks within defined timeframes while maintaining high-quality standards and superior service levels. The ability to take proactive actions and willingness to take up responsibility beyond the assigned work area is a plus.

 

Senior Analyst Roles and responsibilities:

• Act as gatekeeper for Incident Queues – govern the queue flow
• Work with managers in streamlining & optimizing incidents handling - improve repeat instance rate & time for instance closure
• Work on different tools which will help to identify Customer experience monitoring
• Exposure to monitoring tools like Glassbox, Splunk, Dynatrace, Catchpoint etc. Monitoring traffic incoming-outgoing      troubleshooting and reporting to stakeholders
• Conduct extensive quality check, pass feedback & maintain repository which team can refer while execution of task
• Interact with client stakeholders to understand the customer impact and severity of issue
• Create report on daily and weekly basis on alerts observed on different dashboard
• Lead documentation on new projects by getting first hand trained on different activities & pass refines / optimal knowledge to team
• Lead team on skill enhancement on monitoring, technical knowledge of environment & incident / service request handling

Technical and Functional Skills:

• Bachelor’s Degree with 2 to 4 years of experience in Incident handling, forum / platform monitoring, incident / service request troubleshooting & reporting. Strong platform monitoring & troubleshooting knowledge is basic requirement.
• Application based server knowledge is must to handle troubleshooting
• Experience in synthetic monitoring (preferably e-commerce) & application based server troubleshooting 
• Exposure to ITSM modules. ITIL certification will be an added advantage
• Strong proficiency in MS Office, especially MS Excel and PPT
• Good written and verbal communication - should be good to interact with stakeholders