Sr. Application Analyst
Science / Engineering Graduate
Stakeholder Management :
Monitor availability of the applications and notify support team in case of exceptions and also provide update to applications owners and business stakeholder on the status and the potential impact.
Service Management :
Manage tickets and tasks escalated by the Level 1 team (Service Operations' analyst) and also handle Customer requests assigned by the Lead.
Escalate tickets that require external intervention.
Alert Leads for tickets where there can be a potential SLA breach.
Ensure quality of deliverables through selfreview.
Provide inputs to task estimation.
Service Tracking :
Provide daily status updates on tasks assigned to the Sr Service Analyst / Service Lead.
Ensure incidents, Service requests, Operational change requests and enhancements are handled within the agreed targets.
Ensure assigned tasks are completed within targets set (the tasks include incidents, service requests, identified problems, Operational changes, enhancements etc).
Collate data and provide inputs for reporting requirements.
Service Execution :
Responsible for coordination with other support groups (such as infrastructure, product vendor etc).
Comply to defined process during task execution (including problem management, KEDB management etc).
Knowledge Management :
Participate actively during Knowledge transition (KT sessions) and contribute.
Contribute and participate proactively in knowledge sharing sessions.
Provide complete KT to support teams before any production release.
Complete mandatory training for self as identified in the training plan for the project.
People Management :
Act as a buddy for new hires, when assigned by supervisor.
Contribution to Org Initiatives :
Adhere to Organization policies and procedures.
Participate in project and organization initiatives led by the Delivery leadership.
Contribute new ideas and innovative approaches at work, including CSI themes.
Provide data and related inputs for producing management information.
Business Development & Customer Relationship Management :
Take ownership of tickets including any customer communication and handle queries / clarifications from the customer.
Must Have Skills
Vlocity - Health
Vlocity - Energy & Utilities