IT Operations Support Specialist

Overview

Job Title: IT Operations Support Specialist

Location: Chennai

Work Type: Hybrid

Position Description

• The Collaboration Services team is focused on delivering amazing experiences.
• The Collaboration Services portfolio includes several customer-facing product offerings such as the MS Teams portfolio (Meetings and Messaging), Miro, Slido, and tools to support MS Teams automations.
• The primary responsibilities of a support analyst include interfacing directly with the customers of the services, troubleshooting and diagnosing issues, performing root cause analysis, and working with vendors to test and implement changes.
• Another key responsibility is to serve as L2 support for our service portfolio.
• This role is an opportunity to gain detailed insight into collaboration tools that are used across the client's Company and get hands-on experience in IT Operations.
  

Responsibilities

• Diagnose, manage, test, and implement solutions for operational issues
• Triage escalated issues and work together with core teams (The Client/vendors)
• Manage and prioritize the flow of work
• Understand customer needs and validate solutions
• Assist in Developing and communicating the product vision and roadmap
• Utilize Agile methodologies, processes, and tools
• Participate in creating iterations/releases for the service offerings
• Manage and report out on requests, incidents, problems in ServiceNow
• Ability to manage issues across teams
• Review and consult with users on automations and application integrations
  

Basic Qualifications/Skills

• Bachelor's Degree
• Hardware/Software support experience with SaaS technology
• Ability to prioritize work, manage multiple assignments and work in a fast-paced environment
• Technical and problem-solving mindset
• Technical knowledge of IT software development cycle; Technology lifecycle
• Experience with request/incident/problem management, ticket workflows and tools
• Familiarity with Agile Methodologies (Scrum/Kanban) and the JIRA tool
• Understanding of Architectural documentation and processes
• Strong data analysis skills and experience gathering metrics
• Self-starter and the ability to come up with innovative solutions
• Experience with SaaS/Cloud technologies and Azure
  

Preferred Skills

• Work experience in Microsoft Power Automate workflow is an added advantage
• Experience with custom application creation and Power Platform
• Strong communication and collaboration skills.
• Ability to interact well with customers remotely
• Ability to extrapolate customer feedback into action items
• Supplier relationship experience and familiarity working with global teams
• Knowledge of security best practices, required controls and risk mitigation
  

Skills Required

• IT Support, Azure, Support Problem Tracking
  

Skills Preferred

• Power Apps, Java, Power Automate
  

Experience Required

• Specialist Exp: 5+ experience IT Operations Support
• Diagnose, manage, test, and implement solutions for operational issues
• Triage escalated issues and work together with core teams (the client/vendors)
• Manage and prioritize the flow of work
• Understand customer needs and validate solutions
• Assist in Developing and communicating the product vision and roadmap
• Utilize Agile methodologies, processes, and tools
• Participate in creating iterations/releases for the service offerings
• Manage and report out on requests, incidents, problems in ServiceNow
• Ability to manage issues across teams
• Review and consult with users on automations and application integrations
  

Experience Preferred

• Work experience in Microsoft Power Automate workflow is an added advantage
• Knowledge in Java is an added advantage
• Experience with custom application creation and Power Platform
• Strong communication and collaboration skills.
• Ability to interact well with customers remotely
• Ability to extrapolate customer feedback into action items
• Supplier relationship experience and familiarity working with global teams
• Knowledge of security best practices, required controls and risk mitigation
  

Education Required

• Bachelor's Degree
  

TekWissen® Group is an equal opportunity employer supporting workforce diversity.