Job Description

Support Analyst-1-KEY EXPECTED ACHIEVEMENTS

• Incident Management \xc3\x98 Identifies impact and validates priority. \xc3\x98 Provides technical and functional analysis \xc3\x98 Provides the solution to users. \xc3\x98 Identifies and communicates potential workarounds. \xc3\x98 Informs users on the status of incident processing. \xc3\x98 Provides the link with level 3. \xc3\x98 Continues from the handling of the incident until its closure.
• Service Request processing. \xc3\x98 Takes into account RH requests \xc3\x98 Processes RH or forwards it to a contributor \xc3\x98 Informs users on the status of RH treatments. \xc3\x98 Continues the treatment of the RH until its closure
• Contributes to the analysis of root causes linked to incidents, (Problem Management) \xc3\x98 Participates or even leads the analysis of root causes of incidents. \xc3\x98 Transmits the result to the contributors in charge of implementing the patches.
• Exploits the monitoring of services. \xc3\x98 Exploits the monitoring set up by the construction and/or infrastructure teams. \xc3\x98 Takes into account the alert and informs potential contributors to anticipate impacts on users
• Validates changes in production (change management) \xc3\x98 Analyses exchange requests to measure their impact on users. \xc3\x98 Rejects or accepts the change based on his/her analysis. \xc3\x98 If the exchange is accepted, Inform users of the potential impacts if the exchange is acceptable. \xc3\x98 If the exchange is rejected, provide arguments to the exchange coordinator.
• Contributes to the continuous improvement of applications. \xc3\x98 Feed back to the development teams the potential improvements detected by the users or by themselves.
• Capitalizes the knowledge acquired. \xc3\x98 Ensures the capitalisation of lessons learned from its activities.

Michelin