Senior Support Operations Analyst
3 weeks ago
As a Senior Support Operations Analyst, you will play a crucial role in ensuring the seamless operation of our support services. Your responsibilities will include:
- Incident Management: Address incidents reported through initial support channels or monitoring systems in a timely manner.
- Issue Resolution: Analyze, troubleshoot, and resolve issues in accordance with established protocols.
- Escalation Procedures: Forward complex or unresolved incidents to the relevant teams or third-party vendors while adhering to service level agreements (SLAs).
- Major Incident Management: Participate in the Major Incident Manager (MIM) Cover Rota and oversee major incidents in line with the Major Incident Procedure.
- Performance Monitoring: Track team and application performance through metrics and KPIs, identifying opportunities for enhancement and implementing necessary adjustments.
- Cross-Functional Collaboration: Work alongside various teams to prioritize and resolve critical issues and escalations.
- User Communication: Effectively communicate with end users, providing clear guidance on application services.
- Ticket Management: Keep users updated on the status of their support tickets and maintain records in accordance with ticket management standards.
- Operational Checks: Ensure regular reviews and operational checks are conducted as scheduled.
- Queue Management: Oversee service management queues to guarantee timely allocation and resolution of issues and requests.
- Documentation: Collaborate with colleagues and vendors to document processes and solutions, enhancing team knowledge.
- Single Point of Contact: Serve as the primary contact for customers and other IT teams for escalations.
- Team Performance Monitoring: Assess team performance through metrics and KPIs, identifying areas for improvement and implementing necessary changes.
- Vendor Management Support: Assist the Global Service Delivery Manager in managing vendors, risks, and operational activities.
- IT certifications such as Microsoft Dynamics 365 Fundamentals (or higher) are highly preferred.
- A Bachelor's degree in Information Technology, Computer Science, or relevant practical experience.
- ITIL 4 Foundation certification and/or experience in an ITIL environment is highly desirable.
- Demonstrated experience in IT application support, including a minimum of 2-3 years in a leadership or team lead capacity.
- Strong technical expertise across various IT systems and applications.
- Exceptional communication and interpersonal skills, with a strong emphasis on delivering outstanding customer service.
- Proficient problem-solving skills and the ability to maintain composure under pressure.
- Familiarity with IT Service Management tools such as ServiceNow.
- Experience with Major Incident Management, Problem Management, and Request Fulfillment processes is highly desirable.
At Rotork, we expect all team members to exemplify our organizational values and associated behaviors:
- Stronger Together: We prioritize people, collaborating, inspiring, and supporting one another to achieve success as One Rotork.
- Always Innovating: We are dedicated to continuous improvement, thinking creatively, and enhancing our future.
- Trusted Partner: We are a responsible business with a strong customer focus, placing quality and service at the forefront of our operations.
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