Summary Of The Position

The role requires an individual who undertakes resolution of incoming issues, within expected technical 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 clear 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.

Requirements

Skills & 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
• Positive communication skills, Verbal and Written both, is a MUST

Skills & Experience (Desirable)

• Good understanding of Bui

📌 Support Analyst (Vadodara)
🏢 PMC
📍 Vadodara