- Senior Managed Services Analyst

Location : Kochi

Role: Senior Managed Services Analyst

Mandatory Skills

- Strong troubleshooting and problem-solving skills.
- Knowledge of SQL and RDBMS concepts.
- Experience with ticket management and incident handling.
- Understanding of SLA management and adherence to internal processes.
- Strong data analysis and documentation skills.
- Positive communication and client-handling skills.
- Ability to work in rotational shifts covering US and EU time zones.

Added Advantage
- Experience with ticketing tools.
- Knowledge of ITIL practices.
- Experience in application and product support.

Key Responsibilities
- Provide end-to-end application and product support.
- Manage tickets, incidents, service requests, and change assessments while ensuring SLA compliance.
- Analyze issues, conduct root-cause investigations,



and coordinate resolutions with technical and functional teams.
- Monitor systems and ensure timely resolution of reported issues.
- Act as a key client-facing contact, handling inquiries and maintaining strong client relationships.
- Communicate clearly with clients and internal stakeholders.
- Maintain proper documentation and identify opportunities for process improvements.

Eligibility Criteria
- Strong analytical, troubleshooting, and documentation abilities.
- Proactive, detail-oriented, and customer-focused approach.
- Ability to coordinate effectively with cross-functional teams.
- Flexibility to work rotational shifts across US and EU time zones.

📌 Application Service Analyst (SJ-IQ) (Kochi)
🏢 SE MENTOR SOLUTIONS
📍 Kochi