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    Support Analyst-1 - pune, India - MICHELIN

    MICHELIN
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    Description
    Support Analyst-1


    KEY EXPECTED ACHIEVEMENTSIncident Management:
    Urgency identification and priority validation are done, technical and functional analysis is provided, solutions are delivered to users, potential workarounds are communicated, incident status is updated to users

    ​ Service Request handling:

    Standard requests are taken into account, processing is carried out or forwarded to the relevant contributor, status updates are provided to users, and requests are continued until closure

    ​ Change Management:

    Participation in the change management process​

    Problem Management:

    Participation in the analysis of root causes of incidents​ Monitoring/Observability: Monitoring systems set up by the build and/or infrastructure teams are utilized, alerts are taken into account, and potential impacts on users are communicated to relevant contributors.

    Incidents based on monitoring detections are triggered and tackled.

    ​ Continuous Improvement:

    Feedback is provided to the development teams regarding potential improvements identified by users or the support engineer. Participation to the continuous improvement of the team.

    ​ Knowledge Management:

    Lessons learned from activities are ensured to be documented and shared

    ​ Service Level Management:

    the performance management system is understood and alerts on cases of issues are set.

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