Analyste Support 2 - Pune, Maharashtra, India - Michelin

Michelin

Verified Company

Pune, Maharashtra, India

20 hours ago

Posted by:

Deepika Kaur

beBee Recuiter

Analyste Support 2

Technical Skills (Must have):

Technical Skills (Good to have):

Strong Communication skills - required as there will be frequent client interaction.

KEY EXPECTED ACHIEVEMENTS

Incident Management Ø Identifies impact and validates priority. Ø Provides technical and functional analysis Ø Provides the solution to users. Ø Identifies and communicates potential workarounds. Ø Informs users on the status of incident processing. Ø Provides the link with level 3. Ø Continues from the handling of the incident until its closure.
Service Request processing. Ø Takes into account RH requests Ø Processes RH or forwards it to a contributor Ø Informs users on the status of RH treatments. Ø Continues the treatment of the RH until its closure
Contributes to the analysis of root causes linked to incidents, (Problem Management) Ø Participates or even leads the analysis of root causes of incidents. Ø Transmits the result to the contributors in charge of implementing the patches.
Exploits the monitoring of services. Ø Exploits the monitoring set up by the construction and/or infrastructure teams. Ø Takes into account the alert and informs potential contributors to anticipate impacts on users
Validates changes in production (change management) Ø Analyses exchange requests to measure their impact on users. Ø Rejects or accepts the change based on his/her analysis. Ø If the exchange is accepted, Inform users of the potential impacts if the exchange is acceptable. Ø If the exchange is rejected, provide arguments to the exchange coordinator.
Capitalizes the knowledge acquired. Ø Ensures the capitalisation of lessons learned from its activities.