Consultant - Tech Analyst

Responsibilities

Are you ready to take on an ambitious role that challenges you to excel and grow your career At Principal Global Services, we offer an outstanding chance for you to join a team that thrives on pushing boundaries and delivering flawless results. As a Consultant - Tech Analyst, you'll play a pivotal role in ensuring the seamless resolution of critical incidents and maintaining the highest standards of service excellence.

Key Responsibilities

Act as the Point of Contact (POC) for customers, providing status updates whenever a Major incident occurs.
Open a Bridge by engaging all relevant resolver groups and continue discussions until the Major Incident is resolved.
Inform key collaborators of the status of the Major Incident after confirmed service restoration.
Coordinate with respective SMEs/Developers for speedy resolution of Major Incidents.
Ensure Major Incidents are addressed within the SLAs agreed with Product Owners.
Take preventive actions to minimize service and business impact if the resolution time seems high.
Conduct detailed analysis and prepare the Major Incident Report (MIR) for every Major Incident after it is closed.
Ensure the causes of all Major Incidents are examined and root causes uncovered by working with the Problem Management Process.
Update resolution procedures, documentation for root causes, and lookbacks in the work log.

Reporting Relationship

This role reports to the Senior Delivery Manager.

Qualifications

Education

Graduate – Bachelor's degree (Engineering preferred)
Preferred certifications: ITIL Foundation V4

Skills & Experience

Exposure to ITIL practices.
Excellent written and verbal communication skills.
Highly motivated individual with a positive and proactive attitude towards work.
Willingness to make changes to improve operational efficiency through innovation.
Good understanding of Command Center Operations, with a learning inclination towards Managed File Transfer, Mainframe Operations, CA7, Control M, Balancing and Scheduling, Java, Elastic Search, and Kibana.
Fixed shift of 6.30 PM – 03.30 AM IST
Excellent team skills with the ability to listen and contribute to discussions and meetings.

Additional Information

Join us and engage with a team that continually produces world-class solutions and drives a tangible impact. We recognize your contributions and foster an environment where you can grow and succeed!