*Technical & Business Operations Analyst * Location: Atlanta GA
Duration: 0-12 month(s) *MOI : Tel + Skype* *Rate is $35/hr (Max)* *Role Definition:* The role involves handling incidents and service requests from customers/end-user by following the standard methods and procedures of the unit. The role involves understanding procedures, prioritization of incidents, channeling to the appropriate team, validation and verification of artifacts (reports, bills, and so on), and effective operation of the software system. • Support full implementation and provide services for application support activities as part of the T-Mobile Data transfer systems in production, specially CISCO scheduler products TIDAL and IBM file transfer Connect Enterprise. • Work with partner teams (Interfacing applications/Engineering/Development/Release Management) to resolve all production outstanding issues • Executing small projects led by the team. • Perform efficient work for keeping the highest quality support level • Work with the TMO support teams to assist with their daily work • Work on adhoc requests, audits and other reporting as and when required. • Ensuring required SLA/KPI levels for application. • Be able to work independently with all production application support teams • Analyze all production intakes, defects and remedy tickets opened by the end customer and prioritize them for immediate resolve and/or long term fixes. • Provide excellent and quality on call support for Data transfer apps. • Perform ticket analysis, service interruption analysis, triaging of issues, follow-up with relevant teams for resolution. • Ensure that all required ticket information is available for further analysis (for example, screenshot of error and customer ID). • Run methods and procedures to provide resolution to known/recurring issues. • Effectively use the existing knowledge base and documentation for quick-win and first-level resolution. • Perform queue management for assigning tickets to other teams, and follow up for timely resolution while keeping track of SLAs. • Ensure timely resolution or escalation within the agreed SLA. Create positive customer support experience and build strong relationships through problem understanding, communicating promptly on progress, and handling customers with a professional attitude. • Follow standard operating procedure and update checklists for quality assurance and progress tracking. • Ensure seamless handover between shifts. • Monitor and publish the SLA achievement by keeping track of all KPIs. • Ensure crystal clear communication and documentation as point of contact. • Perform validation, verification, and correction, wherever applicable, of artifacts of the system (reports, bills, event records, screens, and so on). Report and properly document errors that are detected. • Perform basic software system operations. This involves using the online screen, running maps and jobs, basic configuration/installation, taking backups, and so on. • Work on fallouts from various applications, journalize manual billing requests, process payments, and customize miscellaneous activities *Critical Experiences and skills: * • Strong Analytical and troubleshooting skills. • Prior experience in TIDAL application as well as Connect Enterprise application. • Ability to interpret the business context around technical challenges • High level of architecture understanding and experience in production support systems. • Demonstrate strong technical skills • Work in the fast pace high pressure environment • Documentation skills, excellent verbal and written communication skills. • Experience in using MS Office and end-user applications. • Technical experience in related field; preference for computer sciences. -- You received this message because you are subscribed to the Google Groups "US_IT.Groups" group. To unsubscribe from this group and stop receiving emails from it, send an email to us_itgroups+unsubscr...@googlegroups.com. To post to this group, send email to us_itgroups@googlegroups.com. Visit this group at http://groups.google.com/group/us_itgroups. For more options, visit https://groups.google.com/d/optout.
