Job Description

- Investigate faults relating to applications and their configuration, identify and implement scalable solutions.
- Respond promptly and effectively to calls concerning all technology used within Invesco.
- Demonstrate and deliver service delivery excellence to all business partners.
- Assist the Infra CX Manager with problem management, investigations and metrics reporting. Identify trends and problem areas within the business to improve the level of service the group delivers.
- Complete software/hardware installs, upgrades, ad hoc project activity, moves and roll outs as.
- Maintain a knowledge base for supported apps, including reference manuals, installation guides, and best practices.
- Maintain ITAM inventories, workplace personas, Share Points, and the Technology knowledge centre up to date and current.
- Call management, includes logging and taking ownership, updating, closing calls correctly, using the appropriate categories and escalating when appropriate. Provides ticket hygiene oversight to junior team members.
- Metrics reporting, proactive monitoring, and root cause analysis.
- Works closely with business stakeholders, technical teams, and vendors to ensure explicit communication and alignment throughout the project lifecycle.
- Oversee AV operations, and support BP meetings and videoconferences, including support for our senior leadership events.
- Work closely with the Business Support Analysts to ensure all business-critical issues are escalated promptly, that service level agreements and escalation procedures are met within agreed deadlines and future escalations are prevented.



Field outages and drive all issues to completion.
- Assist with the training, and development of junior team members, acting as a technical escalation point offering guidance, coaching, and support.
- Assists with the implementation of new systems and technologies including user training, documentation, and post-implementation support.
- Works with external vendors to evaluate, select, and manage technology solutions.

Work Experience / Knowledge

- Knowledge of project management methodologies (PMP, Prince2)
- 7+ years; experience in a technology analyst role or equivalent technical role, preferably in a related industry
- Office 365, Mac, Windows, LAN/WAN networking, Cloud technologies (Azure, AWS), Mobility, and Market Data
- Experience with data analysis and visualization tools
- Familiarity with IT Service Management (ITSM) frameworks (ITIL)

Skills / Other Personal Attributes Required

- LAN/WAN Networking and Telephony experience.
- A/V technology and videoconferencing experience.
- Leadership and coaching skills.
- Subject Matter Expert in various desktop support related disciplines.
- Proven track record of success coupled with proven knowledge of industry best practice for desktop support and service delivery.
- Knowledge of ITIL Foundation.
- Demonstrate commitment and ability to provide exceptional service to internal business partners, at all levels.
- Excellent communication and interpersonal skills.
- Self motivated, enthusiastic, approachable and people orientated.
- Formal Education: College degree or equivalent experience

Full Time / Part Time

Full time

Worker Type

Employee

Job Exempt (Yes / No)

No

📌 Senior Analyst I, Infra CX (Hyderabad)
🏢 Invesco
📍 Hyderabad