Technical & Business Operations Analyst

All you need is...

• Serve as the first point of contact for customer incidents and service requests via phone, chat, tickets, and emails.
• Troubleshoot issues related to PC hardware, software installation, and network connectivity for both Windows and MAC environments.
• Provide remote support using tools like Bomgar and RDP to resolve issues with Microsoft Office 365 products, Outlook, Active Directory, and VPNs.
• Perform ticket analysis, service interruption analysis, and triaging of issues to ensure timely resolution within agreed SLAs.
• Escalate unresolved cases to relevant teams and maintain detailed documentation for further analysis.
• Have hands-on experience with Microsoft 365 tools, troubleshooting messaging and collaboration services like Exchange, ActiveSync, and Skype.
• Work with virtualization technologies such as VMware Horizon, Citrix, and VDIs for troubleshooting and resolving user issues.
• Handle antivirus and data loss prevention software issues, including troubleshooting with Windows Defender and Forcepoint.
• Manage problems related to Windows updates, software installations, and performance optimization for third-party applications.
• Set up user accounts, manage password resets, and handle Active Directory services for user and group management.
• Ensure seamless handover between shifts by tracking KPIs and following ITIL processes to manage incidents efficiently.
• Suggest improvements to procedures and contribute to the knowledge base to enhance the service process.
• Support the rollout of new applications, test and evaluate new technologies, and maintain systems with the latest software and hardware configurations.
• Maintain clear communication with customers, ensuring a positive support experience and strong customer relationships.
• Follow checklists for quality assurance, maintain progress tracking, and ensure adherence to operational standards.
• Provide enhanced technical and customer support, working both independently and collaboratively within a team.
• Support 24x7 customer operations through rotational shifts and adherence to organizational standards and procedures.
• Ensure proper resolution or escalation of issues to meet service-level agreements (SLAs).
• Continuously improve support processes, ensuring a professional and proactive approach to resolving technical issues.

What will your job look like

• You will perform ticket analysis, service interruption analysis, triaging of issues, and follow-up with relevant teams for resolution.
• You will ensure that all required ticket information is available for further analysis (for example, screenshot of error and customer ID) and run methods and procedures to provide resolution to known/recurring issues.
• You will apply your skills to effectively use the existing knowledge base and documentation for quick-win and first-level resolution.
• You will perform queue management for assigning tickets to other teams, and follow up for timely resolution while keeping track of SLAs.
• You will ensure timely resolution or escalation within the agreed SLA. This includes creating a positive customer support experience and building strong relationships through understanding the problem, communicating promptly on progress, and handling customers with a professional attitude.
• You will update checklists for quality assurance and progress tracking, following standard operating procedures.
• You will ensure the seamless handover between shifts and monitor and publish the SLA achievement by keeping track of all KPIs.
• You will ensure crystal clear communication and documentation as a point of contact.
• You will perform validation, verification, and correction, wherever applicable, of artifacts of the system (reports, bills, event records, screens, and so on). You will report and properly document any errors that are detected.
• You will perform basic software system operations, using the online screen, running maps and jobs, basic configuration/installation, and taking backups.
• You will work on fallouts from various applications, journalize manual billing requests, process payments, and customize miscellaneous activities.

Required Skills and Qualifications:

1.Technical Expertise: Strong understanding of computer systems, software applications, networking, and troubleshooting methodologies. Knowledge of Linux/Unix systems advance commands, Good knowledge of SQL / Databases (oracle/Hadoop) , shell scripting, python is beneficial.

Knowledge of troubleshooting of web services and tools like fiddler, Wireshark, tcpdump, postman etc. is required.

Experience with Monitoring tools like Grafana, Nagios is also a definite plus.

2.Customer Service: Excellent customer service skills with the ability to empathize and communicate effectively with customers of varying technical abilities.

3.Problem Solving: Demonstrated ability to analyze complex technical problems, perform root cause analysis, and develop effective solutions.

4.Communication: Strong verbal and written communication skills, including the ability to convey technical concepts to non-technical customers.

5.Time Management: Ability to multitask and prioritize tasks effectively to meet customer expectations and resolve issues within established service level agreements.

6.Teamwork: Proven ability to work collaboratively in a team environment, share knowledge, and contribute to the overall success of the support organization.

7.Adaptability: Flexibility to work in a dynamic and fast-paced atmosphere in 24x7 environment , quickly learn new technologies, and adjust to changing priorities.

8.Attention to Detail: Strong attention to detail and commitment to delivering accurate and high-quality support.