YBWEB02
Bu ilan yayından kaldırılmıştır.

Software Production Support Analyst

İstanbul Avrupa Yakası, İstanbul Anadolu Yakası
  • 14.06.2019
  • 50 - 100 Arası Aday Başvurdu
  • 1375 Görüntüleme

Job Description

About the role: 
  • Maintain and support software solutions according to customer SLA and expectations,
  • Diagnosing software incidents, solve business and technical problems; either over the phone, in-person or in a customer lab,
  • Working directly with customers to assist with incident resolution and manage customer expectations in relation to ticket urgency and priority,
  • Prepare data and inputs to write a business case to present to management to assist with internal/external decision making (i.e. reason to hire, reason to upgrade, etc.),
  • Ticket logging, version control, install database, answering customer queries,
  • Ensure standard operating procedures are in place and followed,
  • Analyzing ticket data to spot common trends and underlying problems to proactively prevent future incidents,
  • Create and maintain internal and customer-facing documentation,
  • Working with service and hardware field engineers to help diagnose and resolve incidents,
  • Maintain and develop required skillset by attending trainings and staying up-to-date on current events in the industry,
  • Ensure appropriate chargeability and utilization with accurate weekly booking/tracking,
  • Create and enrich FAQ by compiling questions and answers into a database for future use,
  • Monitor monthly/quarterly/annual customer performance metrics for production software,
  • Maintain knowledge and version control on The Company software and operating system,
  • Analyze future software versions to recommend necessary and/or beneficial upgrades and patches to meet customer requirements and expectations,
  • Maintain effective relationships with customer and all stakeholders,
  • Receive project handover from delivery teams when UAT signoff is completed and go-live is scheduled,
  • Included in SIT, UAT, pilot shadowing and reverse-shadowing to ensure efficient and effective production handover from project teams,
  • Participate in periodic customer meetings to share status updates and improvement plans,
  • Receive customer evaluation on performance and propose solutions to improve support,

Required Skills

As a SW Production Support Analyst, you will be managing all aspects of customer support for The Company’s banking software portfolio. You will be the main point-of-contact for their software customer base.

The role will be reporting to M&S Lead.

About the person:

  • Strong communication, technical, analytical and problems solving skills,
  • Ability to work in a team while also being self-motivated to learn and grow professionally,
  • Highly organized individual that will listen and learn quickly,
  • Experience supporting companies/customers that specialize in fintech, IT, banking, retail, etc.
  • Knowledgeable of ITIL; Foundation Certification is beneficial,
  • Strong IT technical background and software knowledge required,
  • Fluent in spoken and written English is mandatory,
  • Up-to-date passport for potential international travel,

Summary Info

  • PAYLAŞ

Benzer İlanlar

Empatik İnsan Kaynakları
İstanbul Anadolu Yakası
Son 1 Hafta
İstanbul Anadolu Yakası
Son 1 Ay
Tasarruf Akademi
İstanbul Anadolu Yakası
Bugün
Konya Selçuklu, Konya,
Bugün
Konya Selçuklu, , Konya
Bugün
, Konya Selçuklu
Bugün
medicom bilgisayar
İstanbul Avrupa Yakası, İstanbul Avrupa Yakası Şişli
Bugün
2C YAZILIM VE DANIŞMANLIK PAZ.TİC.LTD.ŞTİ
İstanbul Avrupa Yakası, İstanbul Anadolu Yakası
Bugün
GEA Yazılım Bilişim ve İletişim Hizmetleri San. ve Tic. Ltd. Şti
İstanbul Avrupa Yakası, İstanbul Avrupa Yakası Küçükçekmece
Bugün
Mikromaks Mühendislik Danışmanlık Ve Yazılım Sistemleri San.Tic. Ltd.Şti
İstanbul Anadolu Yakası, İstanbul Anadolu Yakası Çekmeköy
Bugün
BENZER TÜM İLANLAR