Support Analyst

Trivandrum, Kerala, India · Managed Services · SA/12/18

Description

PURPOSE OF ROLE:

Tryzens has committed to delivering to clients IT Operations in a managed service, based on ITIL and ITSMF principles. Tryzens operate retail e-commerce platforms across 3 platforms (Hybris, Salesforce commerce cloud, Magento). We are currently looking for Support Analysts to join our fledgling team in Trivandrum.

The SA is responsible for supporting the IT Operation delivery of our clients IT Service within the agreed SLA’s for each client. The SA plays a vital role acting as the first point of contact for the client and ensures the co-ordination of the way Tryzens support teams deliver the managed service. As well as acting as the first point of contact for our clients, the SA will be responsible for working with our monitoring to identify incidents being experienced by clients and resolving them. If the SA is unable to resolve the incident, the SA is responsible for influencing Tryzens’ resources to address them within the agreed SLAs.

KEY RESPONSIBILITIES:

Requirements

Experience and Skills Required:

Desirable:


Personal Qualities:

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