Innovecture Looking for Analyst – IT Product Support at Pune, Maharashtra Full Time

About Innovecture :
Innovecture, a U.S. based Information Technology and Management Consulting company, founded in 2007, brings a wealth of expertise and experience in Technology Consulting and Technology Services across various technologies and across multiple industry domains. With innovation embedded in its consulting and services approach, Innovecture has delivered great results for its Fortune 500 clients. With development centers in Salt Lake City, USA and Pune, India, Innovecture leverages the Global Agile Delivery model effectively to deliver the projects within time and budget. Our best in class processes and people ensure the highest quality deliverable.

Role: Analyst – IT Product Support
Experience: 2 to 5 years
Location: Any location

Technical Support:

• Provide both technical and non-technical support for AMS supported applications.

• Responds to incidents within SLA or within a timely manner with appropriate level of urgency.

• Effectively communicates and follows up with colleagues on all incidents and requests.

• Escalates incidents and questions to appropriate support groups.

• Ensures all service feedback and updates are provided in a timely manner to all stakeholders.

• Uses corporate incident management system to record and track all support work.

• Take ownership of end user incidents providing effective communication and resolution

• Promptly investigate Priority 1 & 2 (P1 & P2) incidents ensuring regular communication is provided to IT management and end users where appropriate

• Provide effective investigation and root cause analysis for problem management process.

• Identify proactive alerting opportunities as an early warning mechanism

• Liaise with relevant Level 3Vendor teams when required to provide end user fix or temporary workaround

• Assist with the development of support documentation and knowledge base to agreed standards

• Follow structured ITIL Incident, Change and Problem management processes.

• The candidate must be prepared to demonstrate flexibility of work hours by working outside of normal business hours

Required :

• Experience in customer-facing support role required

• Excellent written and verbal communication skills across customer base and IT teams.

• Customer-centric – Passionate about delivering exceptional customer experiences.

• Drive to succeed paired with a continuous desire to learn.

• Outstanding communication (verbal and written), interpersonal skills and organizational skills

• Commitment to a high level of user satisfaction through accurate timely follow up and strong technical skills

• Must be able to multi-task, prioritize and manage time efficiently

• Must be able to work under high pressure situations and in a fast-paced environment

• Must be able to work independently as well as a part of a team

• Ability to quickly learn and understand new technologies and applications.

Good to have :

ITIL qualifications

Job Type: Full-time