PnQ Technologies Looking for L2 – IT Service Ops Analyst at Pune, Maharashtra Full Time

Title :L2 – IT Service Operations Analyst

Contract :Permanent position

Job Description

Skills & Experience

Note:– Only immediate joiners i.e. notice period less than 30 days to apply.

Responsibilities: –

Diagnose and replicate customer issues, research and identify solutions to them

Effectively and independently service incidents/tickets and problem management requests without supervision

Leverage and apply pre-defined SOPs and KBAs towards servicing the request and resolving client issues

Effectively communicate on a peer level with IT professionals within customer accounts to quickly and accurately recommend and communicate solution strategies

Interact with business teams and provide valuable inputs & suggestion for content

An Individual contributor along with a team player and leadership qualities

Ensure proper recording of customer-reported problems and maintaining the status of the problem and problem resolution in problem tracking systems

Having clear and effective communication skills, to be able to hold triage calls and/or contribute to it

Analyze business request, troubleshoot & identify the root cause and fix the content

Actively participate and proactively document customer questions, issues, resolutions, and specific implementation scenarios in the knowledge database

Keep updating the Knowledge base and create appropriate Standard operation procedure documents

Effectively communicate customer queries, problem area, and requirements to support management, service management, and development team

Qualifications: –

5 plus years of work experience

Experience in IT Operations service desk with 24*7 shift rotations servicing the US, UK time zone stakeholders

Experience in the Content management system (preferably AEM)

Experience in Server Management (Linux and/or Windows)

Experience using Monitoring tools like AppDynamics, DynaTrace

Experience using or supporting Web Analytics products preferably Adobe Analytics

Experience working in the IT Operations environment

Experience using ServiceNow platform or equivalent incident management tool

Experience using the JIRA platform

Hands-on experience in manual testing of Web-based Applications and/or Mobile Apps

Must have excellent verbal and written English skills

Must have excellent customer service skills

Good organizational and time-management skills

To apply, send your cover letter and resume to [email protected] While we thank you in advance for your interest, only those candidates that are potentially suitable for the role will receive a response.