Job Description

Description  
 – Senior Support AnalystPrimary Responsibilities  
Management of the global application support organization (Level 1 and L2 support) 
Management of the Service Management and Service Introduction functions 
Other Key Responsibilities  
Improve the quality of production support services 
Drive continuous improvement initiatives 
Establish and maintain a constructive relationship with the support service provider(s) 
Ensure service metrics are captured, analyzed and communicated 
Identify and analyze support service and ticket trends; determine system improvements; implement change 
Wherever appropriate, evaluate and re-design support processes 
Mediate in cases where there are conflicts, differences of opinion, differing priorities, etc. 
Ensure that relevant status reports are produced and that breaches of SLA targets are highlighted, investigated a...
            

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