Job Profile Summary

A developing contributor responsible for providing technical solutions to exceptionally difficult problems. As the entry level of support, this position will address day-to-day customer issues, application issues, problems and concerns that are of a more detailed nature requiring analysis and research.

System Analyst II

• Technical & Operational Activities
• Identify, analyze and resolve the assigned tickets
• Innovative problem solving & lateral thinking
• Root cause the problems and find appropriate solutions
• Ability to understand the customer requirement through the available documents
• Meet the SLA guidelines: Timely Follow-up. Escalate, and resolve the tickets on time
• Active Participation in the ticket review and ensure the appropriate solution is provided
• Provide Technical support and demonstrate the Expertize in the specific work area
• Ability to prioritize the Tasks based on the business needs
• Documentation on the newly discovered solutions
• End to End System knowledge and act as SME
• Participate in the new initiatives for providing technical solutions
• Oracle/SQL Server database admin activities for Development/QA eng.
• Refresh production data on to Development/QA/UAT environments
• Support DBA specific configuration management activities (RVL kits/builds)
• Developing production ready solution support scripts
• Understand the customer requirement through the available documents
• Meet the SLA guidelines: Timely Follow-up. Escalate, and resolve the tickets

Reports

• Status report on the activities performed as per the management requirement
• Ability to analyze the metrics and identify the possible reasons for any achievements or deviations
• Ability to suggest advanced reporting to depict the performance of the project (e.g. SLA adherence, Quality adherence)
• Ability to prepare presentation to the Executive Management
• Attending project team meetings, generating input/deliverables for DBA activities

MNP Operations

• Helpdesk Operational Activities
• Clear and concise written and spoken communications for queries raised by PAN India
• Service Provider,DOT,TERMCELL,LEA (Lawful Enforcement Agencies) via emails, call, process/procedures
• Log, analyze and resolve the Helpdesk tickets
• Meet the SLA guidelines: Timely Follow-up. Escalate, and resolve the tickets
• Ability to understand the customer requirement through the available documents
• Participation in the ticket review and ensure the appropriate solution is provided
  24/7/365 operation and will require shift work
• Respond to monitoring alerts & alarms under predefined procedures polices
• Provide shift turnovers of current issues and activities
• Root cause the problems and find appropriate solutions
• Interaction with customers independently
• Provide Technical Support
• End to End MNP System knowledge and act as SME
• Participate on a rotation pager schedule that provides system support and critical production support on a 24 X 7 basis, 365 days/year

System Monitoring

• Continuous monitoring of alerts via HPOV, via email that includes MNP Applications, PR and DR servers health check, resource utilization, disk space etc.
• Continuous monitoring of alerts via NN