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 and actions taken...
            

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