India - Support Analyst

Job Purpose:

Inchcape has recently completed the modernisation phase of its Digital Transformation, and as part of the value phase is looking to develop a first-class Customer Support function to deliver exemplary support across our entire application eco-system. As one of the Analysts of this new internal function, you will own incidents resolution during your shift providing best-in-class round the clock support services to both internal and external customers for all of Inchcape’s digital products.

Duties and Responsibilities:

• Understand user needs, issues faced by users, evaluate incidents from business process and user persona/role perspective first then providing the right resolution at first.
• Resolve issues and requests raised by the internal and external customers, ensuring their day job is smooth.
• End to end ownership of incidents including third-party products incidents.
• Create / Update resolution documents as required and take ownership of incident life cycle in ITSM tool.
• Ensure live documentation for all applications supported for both users and other support analysts.
• Capture required data that will feed into the key success measures.
• Continuous learning and adapting to the dynamic ISS business processes.
• Spread knowledge on the incidents analysis and improve support services continuously.
• Handover of pending in progress issues to the support analyst in the next shift.
• Ensure continuous self-learning and product trainings.
• Take charge of escalation for any Customer Support incident where required.
• Contribute to identifying patterns, trend analysis, RCA, and workarounds.
• Collaborate with all other IT teams for critical and recurring incidents resolution
• Close collaboration with Product to drive a true DevOps culture, continuously planning for upcoming features and product changes.
• Ensure SRE best practices are followed for both proactive and reactive problem management.

Knowledge

Essential

• Bachelor’s degree in Engineering or Technology/MCA or equivalent work experience
• Must have working knowledge in agile environment, supporting modern cloud technology applications build on C#, .Net Core Full Stack, SQL Hands on, ITIL and ITSM
• Graphene, Kibana, Logs Monitoring
• Basic AWS
• Good Commercial alignment / awareness

Skills

• Excellent analytical and troubleshooting skills: ability to dissect complex problems·       
• Customer Focus
• Documentation writing skills
• Adaptability and Change
• Apply technology to deliver business vision
• Influencing & negotiation skills       

Experience

• Total 7+ years in an IT environment and 5+ years in Application Support & Business Analysis on products running on AWS Cloud technologies
• Must have extensive software development experience throughout the career.
• Part of Change or Release management team or Part of Production Support team
• Must have supported multiple products with follow the sun model.
• Use of modern support frameworks and tools.
• Disaster recovery or Business continuity planning experience
• Experience in delivering support services to internal and external customers.
• Must thrive in a fast-paced, time compressed and dynamic environment.

Please note that as per Inchcape policy, we do not accept unsolicited resumes from employment, recruitment, staffing, or related agencies unless engaged to provide candidates for a specified opening. Any employment agency, person or entity that submits an unsolicited resume does so with the understanding that Inchcape will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person, or entity.

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