Service Operations Analyst

Key Responsibilities

• Coordinate with Outsourced partners during and downtime, IT issues or disruption, which prevents the frontline and non-frontline team to do their jobs in a frictionless manner.
• Provide a 1st level of Technical Troubleshooting to for all the issues that get reported to the team by taking the Incident management approach
• Involve the IT, Operations and other support Teams for further trouble shooting if the 1st level of support doesn’t resolve the issue, to ensure the execution to the plan is with minimal or no disruptions.
• Coordinate with all the relevant departments to achieve common objectives, like - Service level, Tool Uptime, Minimal downtime and by troubleshooting
• This team currently operates in US Hours and hence the candidate is required to be flexible with respect to work hours and open evening and night shifts
• Strong analytical and problem-solving skills to identify and present problem analysis and recommend solutions in a creative and logical manner.
• Drives strategies for the team and the organization and is able to work towards innovation and process improvement ideas to bring about a positive change.

Essential Requirements

Mandatory Skills

Desirable Requirements