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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


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