Senior Analyst - Problem, Knowledge, Availability & Capacity
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Direct message the job poster from Tata Consultancy Services
Come to one of the biggest IT Services companies in the world!
Here you can transform your career!
Why join TCS?
Here at TCS we believe that people make the difference, that's why we live a culture of unlimited learning full of opportunities for improvement and mutual development.
The ideal scenario to expand ideas through the right tools, contributing to our success in a collaborative environment.
We are looking for Senior Appian Developer, who wants to learn and transform their career.
In this role you will:
Manage the Helpdesk staff to ensure consistent and high-quality services to the customer in line with all SLAs and KPIs.
Maintain an effective and efficient help desk tightly linked with customer business objectives.
Ensure continuous improvement of services provided to customers.
Ensure operational excellence of the Helpdesk.
Implement & maintain staffing and scheduling for Helpdesk.
Act as the single point of contact for all problems.
Monitor problems to ensure that the Service Level agreements are respected.
Review problem trends, planning, and driving improvement plans.
Monitor the effectiveness of error control and make recommendations for improvements.
Be proactive in identifying problems, analyze and recommend service improvement plans with possible solutions obtained from technical teams for the department or business unit.
Maintain inventory of problems under analysis and their current progress and status.
Follow up issues and progress with problem owners where necessary.
Communicate all the problems and their impact to all stakeholders.
Prevent recurrence of issues by identifying root causes and implementing fixes.
Work with all internal technical teams, Service Management and external stakeholders like customers and third parties.
Drive all problems towards root cause identification and permanent fixes.
Prepare daily/weekly/monthly Problem Management reports.
Prepare various KPIs.
And much better if you stand out for:
Systems engineer or technologist in computer science or related, with experience in management of service desk work teams, meeting satisfaction levels of the support service and necessary deliverables for service measurement, maintenance, provisioning, and optimization.
Experience in leading operations with over 3,000 users and 4,000 hosts, handling 10,000 tickets/month.
Experience in leading processes for automation to avoid non-complex tickets going to human attention.
Experience in creating a useful knowledge base, defining a good framework to register and keep up to date this information, and leading the team to work for RCA analysis (collect information, raise new problems, finding the right sponsor for analysis).
Good understanding of creating runbooks.
Good communication at managerial level.
Motivate the team to improve operations.
Keep the team focused on achieving the best results all the time.
Organized and able to keep track of KPIs.
What do we offer?
Health insurance
Life insurance
Gympass
TCS Cares – free 0800 that provides psychological assistance (24 hrs/day), legal, social, and financial assistance to associates
Partnership with SESC
Reimbursement of Certifications
Free TCS Learning Portal – Online courses and live training
International experience opportunity
Discount Partnership with Universities and Language Schools
Bring Your Buddy – By referring people you become eligible to receive a bonus for each hire
TCS Gems – Recognition for performance
Xcelerate – Free Mentoring Career Platform
Tata Consultancy Services is an equal opportunity employer, our commitment to diversity & inclusion drives our efforts to provide equal opportunity to all candidates who meet our required knowledge & competency needs, irrespective of any socio-economic background, race, color, national origin, religion, sex, gender identity/expression, age, marital status, disability, sexual orientation, or any others.
We encourage anyone interested to build a career in TCS to participate in our recruitment & selection process.
At Tata Consultancy Services we promote an inclusive culture, we always work for equity.
This applies to Gender, People with Disabilities, LGBTQIA+, Religion, Race, Ethnicity.
All our opportunities are based on these principles.
We think of different actions of inclusion and social responsibility, in order to build a TCS that respects each person.
Our motto is Inclusion without exception.
At TATA Consultancy Services we promote an inclusive culture, we always work for equity.
This applies to Gender, People with Disabilities, LGBTQIA+, Religion, Race, Ethnicity.
All our opportunities are based on these principles.
We think of different actions of inclusion and social responsibility, in order to build a TCS that respects individuality.
Come to be a TCSer!
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
IT Services and IT Consulting
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