Accelya is looking for a Senior Analyst - Service Management to provide high-quality operational and technical application and systems support to customers and internal business functions. You'll be responsible for a holistic view of customer processes, handling incidents, conducting detailed root cause analysis, and participating in high-priority incident resolution. This role requires strong analytical skills and a commitment to continuous improvement.
Duties & Responsibilities
- Have a macro view of all customer processes .
- Handle incidents and ensure response and resolution to incidents with detailed RCA within SLAs .
- Participate in P1 and P2 severity level incidents to ensure timely response and resolution within SLAs.
- Provide and review technical and functional analysis for the Development team as part of Bug Analysis.
- Guide and mentor the L2 Support team.
- Participate from a techno-functional point of view during reviews with customers.
- Perform causal analysis on incidents logged by customers with the objective of permanent reduction.
- Work in shifts in alignment with customer time zones.
Knowledge, Experience & Skills
- Demonstrated application support experience of 5-7+ years , preferably in a 24x7 setting .
- Change-management experience , including appropriate prioritizing and some risk analysis.
- Excellent analytical and problem-solving skills .
- Possess business understanding and technical skills in Oracle PL/SQL, Java, and LINUX .