Job Summary
Job Summary : This position is to become a member of the Global Monitoring & Stability team within Collaboration & Devices. This is a 24x7 L2, follow the sun operations team supporting multiple products including, SharePoint Online, OneDrive, DocuSign, Virtual Data Rooms, and MS Office. Adhering to ITIL Service Operations framework with the ultimate objective to maintain service stability and continuous service improvement. This role includes but not limited to Incident ticket Management, Request Fulfilment, Stakeholder liaison, and Process management. The core responsibilities of the Service Management Analyst are: - • Ensures that team members provide timely and considerate customer service to end users. • Quickly and efficiently addressing any customer escalation. • Investigating and quickly resolving problems. • Ensuring Incident and Request queues are actively monitored and kept within KPI SLAs. • Analyze and identify trends in issue reporting and devise preventative solutions, offering suggestions for process improvements and developing the new procedures. Key Relationships/Interactions: - • SRE • Product Management • Business Users / Managers • Project teams • Incident Management • IT Facilities Management • Various internal Support teams e.g. Network Operations. • Various external vendor support teams
Job Responsibilities : This position is to become a member of the Global Monitoring & Stability team within Collaboration & Devices. This is a 24x7 L2, follow the sun operations team supporting multiple products including, SharePoint Online, OneDrive, DocuSign, Virtual Data Rooms, and MS Office. Adhering to ITIL Service Operations framework with the ultimate objective to maintain service stability and continuous service improvement. This role includes but not limited to Incident ticket Management, Request Fulfilment, Stakeholder liaison, and Process management. The core responsibilities of the Service Management Analyst are: - • Ensures that team members provide timely and considerate customer service to end users. • Quickly and efficiently addressing any customer escalation. • Investigating and quickly resolving problems. • Ensuring Incident and Request queues are actively monitored and kept within KPI SLAs. • Analyze and identify trends in issue reporting and devise preventative solutions, offering suggestions for process improvements and developing the new procedures. Key Relationships/Interactions: - • SRE • Product Management • Business Users / Managers • Project teams • Incident Management • IT Facilities Management • Various internal Support teams e.g. Network Operations. • Various external vendor support teams
Key Responsibilities
NA
Skill Requirements
Skill Requirement : This position is to become a member of the Global Monitoring & Stability team within Collaboration & Devices. This is a 24x7 L2, follow the sun operations team supporting multiple products including, SharePoint Online, OneDrive, DocuSign, Virtual Data Rooms, and MS Office. Adhering to ITIL Service Operations framework with the ultimate objective to maintain service stability and continuous service improvement. This role includes but not limited to Incident ticket Management, Request Fulfilment, Stakeholder liaison, and Process management. The core responsibilities of the Service Management Analyst are: - • Ensures that team members provide timely and considerate customer service to end users. • Quickly and efficiently addressing any customer escalation. • Investigating and quickly resolving problems. • Ensuring Incident and Request queues are actively monitored and kept within KPI SLAs. • Analyze and identify trends in issue reporting and devise preventative solutions, offering suggestions for process improvements and developing the new procedures. Key Relationships/Interactions: - • SRE • Product Management • Business Users / Managers • Project teams • Incident Management • IT Facilities Management • Various internal Support teams e.g. Network Operations. • Various external vendor support teams