Job Description
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.
