Job Description
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 a...