Job Description – Senior Support Analyst

Primary Responsibilities

• Management of the global application support organization (Level 1 and L2 support)
• Management of the Service Management and Service Introduction functions

Other Key Responsibilities

• Improve the quality of production support services
• Drive continuous improvement initiatives
• Establish and maintain a constructive relationship with the support service provider(s)
• Ensure service metrics are captured, analyzed and communicated
• Identify and analyze support service and ticket trends; determine system improvements; implement change
• Wherever appropriate, evaluate and re-design support processes
• Mediate in cases where there are conflicts, differences of opinion, differing priorities, etc.
• Ensure that relevant status reports are produced and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence
• Ensure that improvement initiatives identified in service reviews are acted upon by the service provider and progress reports are provided to stakeholders
• Ensure that customer complaints are investigated, escalated (where necessary), and tracked to closure
• Review service scope, SLAs and other agreements on a regular basis and evaluate proposals for any changes to the SOW
• Participate in strategic planning and provide inputs and recommendations wherever appropriate
• Manage service transitions
• Manage support vendors / service providers
• Monitor support costs and ensure support cost optimization
• Provide management and operational oversight to service provider activities and act as an escalation point for any milestone that the supplier fails to complete
• Establish governance processes (meetings/reviews, reporting) and ensure adherence by the service provider
• Work on the financials, participate in the annual budgeting / forecasting exercise, review and approve costs submitted by the service provider
• Manage activities associated with both internal and external IT audits

Experience and Skills

• Should have around 5-7 years of experience within IT – including Support Services engagements
• Should have knowledge and experience of support process (e.g. ITIL) and support tools (e.g. ServiceNow, Ivanit, FreshService, and FreshDesk, etc.)
• Should have good communication, analytical and organizational skills
• Should be hands-on, delivery focused and with a strong sense of ownership
• Experience of working on Microsoft Navision, Business Central, OTM Azure, Salesforce, and/or .NET technologies would be an advantage