Summary of the position
The role requires an individual who undertakes resolution of incoming issues, within expectedtechnical capability, understands the impact of incidents on the client and responds appropriately -exhibits right sense of urgency.
Key accountabilities
- Regularly reviews incidents logged, highlighting trends & recurring issues to 3rd line Problem.
- Recommends changes to resolve recurring issues.
- Reviews assignment of incidents by Incident Analysts - highlights to the team improvements that can be made in how calls are assigned.
- Uses technical understanding to question and clarify incidents raised by clients, before agreeing where to assign the incident (incident triage).
- Ensures all calls logged are clearly written so that any team member can understand the issue.
- Takes day to day responsibility for assigning incidents through the incident management system.
- Understands and executes against agreed processes for implementing fixes/changes.
- Understands the impact of non-delivery on the reputation of PMC with the client




- Provides regular client and internal communication on assigned activity and incidents - ensure that interested parties are transparent on current status, highlighting any issues that might impact delivery in the defined timescales to Team Leader/Support Manager.
- Escalates to Team Leader/Support Manager when there are resource conflicts, or when SLA's are at risk of not being met.

Please note that this role works on a rotational shift basis to ensure sufficient coverage 24/7 and meet the needs of the business.
Skills and Experience | Essential
- Experience on Oracle or Microsoft SQL server database - Certification preferred but not must
- Experience in windows batch scripting
- Experience on helpdesk, incident, and problem management as L2 support
- Client interaction exposure
- Good communication skills, Verbal and Written both, is a MUST

Skills and Experience | Desirable
- Good understanding of Building tool - Maven, Gra

📌 Support Analyst (Vadodara)
🏢 Paul Mason Consulting India
📍 Vadodara