Senior Managed Services Analyst

PURPOSEUS Support and Operations team is seeking a highly motivated and resourceful individual to join Support team as a Support Engineer for US business units. Key function includes jobs monitoring, data analysis and validation, ticket resolution on service request & incidents/issues, user management and RCA of issues and escalate to relevant team for resolution.

Responsibilities

Willingness to work in shifts (24x7) support team including weekends and public holidays. Flexibility and available on phone/email for the team for any off-business hours support.Ensure all deliverables are in accordance with SOPs and work instructions, meeting quality and timeline metricsEnsure he/she demonstrates the highest standards of accountability by effective communication, reporting, and handling/escalating of all technical and functional issues in a timely mannerEstablish and maintain effective project/stakeholder communicationAnticipate and identify delivery delays or errors and make sure the customers/stakeholders are advised of progress and actions being takenEnsure all Service Level Agreements are honored to required quality and support standardsAnalyze performance of Team activities and documented resolutions, identify problem areas, devise, and deliver solutions to enhance quality of service and to prevent re-occurrenceIdentify areas for improvement and automation in the processShare daily/weekly reports with team and stakeholdersEducation/Qualifications:Any Bachelor's degree B.E, B.Tech, BCA, B.Sc OR Diploma holder or equivalentWork experience in a technical support environment with 7-8 years of experience.