- Monitor availability of the applications and notify support team in case of exceptions and also provide update to applications owners and business stakeholder on the status and the potential impact.
- Manage tickets and tasks escalated by the Level 1 team (Service Operations' analyst) and also handle Customer requests assigned by the Lead.
- Escalate tickets that require external intervention.
- Alert Leads for tickets where there can be a potential SLA breach.
- Ensure quality of deliverables through selfreview.
- Provide inputs to task estimation.
- Provide daily status updates on tasks assigned to the Sr Service Analyst / Service Lead.
- Ensure incidents, Service requests, Operational change requests and enhancements are handled within the agreed targets.
- Ensure assigned tasks are completed within targets set (the tasks include incidents, service requests, identified problems, Operational changes, enhancements etc).
- Collate data and provide inputs for reporting requirements.
- Responsible for coordination with other support groups (such as infrastructure, product vendor etc).
- Comply to defined process during task execution (including problem management, KEDB management etc).
- Participate actively during Knowledge transition (KT sessions) and contribute.
- Contribute and participate proactively in knowledge sharing sessions.
- Provide complete KT to support teams before any production release.
- Complete mandatory training for self as identified in the training plan for the project.
- Act as a buddy for new hires, when assigned by supervisor.
- Adhere to Organization policies and procedures.
- Participate in project and organization initiatives led by the Delivery leadership.
- Contribute new ideas and innovative approaches at work, including CSI themes.
- Provide data and related inputs for producing management information.
- Take ownership of tickets including any customer communication and handle queries / clarifications from the customer.
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Programmer Analyst - Chennai, India - Cognizant Technology Solutions
Description
Sr. Application Analyst
Qualification:
Science / Engineering GraduateResponsibility:
Stakeholder Management:
Service Management:
Service Tracking:
Service Execution:
Knowledge Management:
People Management:
Contribution to Org Initiatives:
Business Development & Customer Relationship Management:
Must Have Skills