Product Analyst

Year    Hyderabad, Telangana, India

Job Description


job detailsMAJOR RESPONSIBILITIES AND ACCOUNTABILITIES

  • Provide tier 3 product support for assigned applications and escalated support from tier 1 and 2 service operation teams. Function as escalation contact and specialist on critical and major Incidents. Join conference bridges to take issues to resolution.
  • Leverage HCA Healthcare ITSM products and tools in accordance with ITIL standards
  • Work ITSM queues responding to customer issues and requests within defined SLAs
  • Work directly with the customer to resolve escalated issues
  • Work directly with service operations, product, and vendor teams to resolve, prevent, and eliminate customer technology issues
  • Communicate relevant product information to user base and appropriate stakeholders
  • Actively participate with product team in stewardship to report on operational status of product
  • Track development fixes and publish to customer base and ITG
  • Leverage ITSM Knowledge base for tier 1 and 2 analysts to equip them for customer first call/issue resolution as well as alert resolution (all interaction types, i.e. incidents, alerts, requests). Include customer facing knowledge article publishing for users
  • Coordinate any downtimes, upgrades and change schedules. Leverage ITSM processes.
  • Add infrastructure and other CMDB assets / relationships as needed based on new technology or modifications to the platform / infrastructure. Actively own and participate in lifecycle management of assigned applications and infrastructure.
  • Maintain vendor contacts and support matrix necessary for ITG Operations
  • Have the ability to resolve simple production support issues
...

Randstad

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Job Detail

  • Job Id
    JD3462712
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Hyderabad, Telangana, India
  • Education
    Not mentioned
  • Experience
    Year