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

- Good communication skills, Verbal and Written both, is a MUST

Skills &

Experience (Desirable)

- Good understanding of Building tool - Maven, Gradle etc

- Very positive understanding of ITIL framework and processes. ITIL certification is preferred

- Working knowledge/experience on Linux - preferred but not must

- Able to share ideas with the team and self-confident

- Go-getter and solution-oriented personality

- Very quick learner and keen to learn new things

- Reliable & accountable individual who can manage client interaction
- A continual desire to go above and beyond to resolve customer issues within SLAs and suggest more efficient and effective ways of working

- Having worked in a fast paced, energetic environment

- Empathy and the ability to communicate both internally and externally

- Ability to multi-task, work under pressure and to tight deadlines

- Positive ‘can-do' attitude, team player

- Efficient and Proactive

📌 Support Analyst (Vadodara)
🏢 PMC
📍 Vadodara