Managed Services Senior Analyst
The Sr. Analyst is a customer advocate who has an experience using integration applications and troubleshooting issues customers may experience when using such applications. The candidate should be well organized and able to multi-task and prioritize in a fast-paced environment, have a Can-Do and contagious positive attitude, be a team player, and thoroughly enjoy the dynamics of a technical support/customer service role. Additionally, the candidate must have effective time and project management skills to push initiatives and results efficiently and effectively, while also contributing to a proactive support model.
The Sr. Analyst is the face for customer and is critical to delivery and manage expectations. He / She works closely with SME’s (practice teams) in delivering one stop solution to enhance customer experience.
Primary Duties:
- Provide real time resolution on a wide range of technical and non-technical customer issue
- Strong analytical and troubleshooting skills for problem determination, workaround resolution, root cause analysis, major incident management etc.
- Very good in documentation and should be able to write FAQs, Artifacts and other knowledge management documents
- On-Call: willingness to receive calls and support during off-office hours and over weekend (as required)
- Willingness to learn new technology (primary and secondary skill)
- Perform development and enhancement activities based on customer requirements
- Guide team to perform day-to-day operations and mentor them to enhance their skills
- Skillful to get knowledge of existing implementation from customer / vendor
- Provide assistance and cover for other team members
- Play the role of individual contributor and become a focal point of contact for customer
- Gather requirements from customer for enhancement requests
- Provide a high level of customer service with pro-active communication
- Work with vendor product support to open, troubleshoot, and resolve product issues
- Should be able to provide inputs for Weekly Status Report/Periodic Status Report
Qualifications/Experience:
- Extensive customer support and management experience
- 4 – 8 years of experience and exposure to at-least one IAM product (OIM, Sailpoint, MIM, etc.)
- Experience on Enterprise directories (LDAP, Active Directory, etc.)
- Hands-On experience to Incident Management system (Remedy, OTRS, Service Now etc.)
- Excellent communication and interpersonal skills
- Excellent analytical approach and problem solving skills
- Understanding of software development life cycle, source control and support tools
- ITIL v3 Foundation or above is a plus
Basic knowledge of:
- Java, .NET, or similar object-oriented programming language (any one)
- Relational databases (Oracle, MSSQL, MySQL, etc.)
- Operating systems (Windows and Unix)
- Application servers (Tomcat, WebSphere, WebLogic etc.)