Senior Managed Services Analyst

PURPOSE
US - 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 metrics Ensure he/she demonstrates the highest standards of accountability by effective communication, reporting, and handling/escalating of all technical and functional issues in a timely manner Establish and maintain effective project/stakeholder communication Anticipate and identify delivery delays or errors and make sure the customers/stakeholders are advised of progress and actions being taken Ensure all Service Level Agreements are honored to required quality and support standards Analyze performance of Team activities and documented resolutions, identify problem areas, devise, and deliver solutions to enhance quality of service and to prevent re-occurrence Identify areas for improvement and automation in the process Share daily/weekly reports with team and stakeholders Education/Qualifications: Any Bachelor s degree B E, B Tech, BCA, B Sc OR Diploma holder or equivalent Work experience in a technical support environment with 7-8 years of experience MANDATORY Requirements: Knowledge on MDM Reltio or other MDM technologies Good SQL/PLSQL, Unix knowledge and basic Java scripting knowledge Good Database/ETL knowledge Knowledge on ITIL process and ticketing system/tools Should have strong analytical and problem-solving ability Should be proactive with a zeal to learn and have an inquisitive attitude Adherence to processes and defined service levels in respective individual service areas Should be flexible to learn and move around technologies Ability to effectively influence and communicate within the team and cross-functionally Ability to perform data & application management as part of service operations with an ability to work in fast paced environment Ability to establish and maintain effective working relationships with team, managers and clients Should be able to work independently on issues arising with capable of handling client and on-shore calls Good verbal/written communication skills is a must Additional skills/Good to have Knowledge on AWS, Snowflake data warehousing, Knowledge on Microsoft Office / Office 365 especially Excel (Macros, Pivots, Worksheets and add-ins) Proficient critical thinking, problem solving and decision making Passion for innovation

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Cardio Metabolic Institute

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