Job Description - Senior Managed Services Analyst

Location : Kochi

Role: Senior Managed Services Analyst

Mandatory Skills
Robust 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.
Solid data analysis and documentation skills.
Good 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 robust 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