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

STS – Order Management or OTC background

1-2 years of relevant experience or equivalent combination of education and work experience.

Support experience in similar domains

Strong verbal and written communication

Multi-tasking, stakeholder engagement, and real-time problem-solving

Strong Technical trouble shooting skills.

Good knowledge of Reporting, Metrics & Analytical skills

Competencies in accordance to our culture code

Desirable Requirements

Good sales process knowledge

Good OTC Knowledge