ITOps - Infonova R6 Support Analyst
- NTT Data
- 2 - 7 years
- Bengaluru
- 5 years ago
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Job Description
- R6 Support Analyst is responsible for the support and maintenance of R6 Concept to Cash platform for NTT DATA?s Telecom client.
- A team of R6 Support Analysts will work cohesively to resolve incidents in accordance with established Service Level Agreements. Following the ITIL framework, the team of analysts will strive to implement service improvements in order to improve the level of service provided by NTT DATA to it?s client.
Job Responsibilities and Accountabilities:
- Responsible for resolution of Level 1 and Level 2 incidents in accordance with established Service Level Agreements
- Carry out investigation by studying the service logs, troubleshooting guides to identify the cause of the issue and carry out necessary steps to provide L1/L2 resolution to the incident and reinstate the operational service
- Be available 24 x 7 on ROTA to investigate and resolve Priority 1 and Critical incidents.
- Manage the incident with Level 3 / Level 4 teams. i.e., be responsible for managing the end to end resolution of tickets that includes raising ticket with Level 3 / Level 4 teams and following up with them until the incident is resolved.
- Report progress of incident resolution in an unambiguous and timely manner
- conduct thorough impact and root cause analysis of the incident and publish the findings in the form of incident report
- Create or update knowledge articles based on the incident and problem learning.
- Create and update knowledge articles to improve process adherence, to provide how-to/self-service guidance in order to reduce end-user dependency on operations team
- Responsible for deployment of application code or configuration changes in the production environment
- Maintain pre-production environment at the production level.
- Carry out operational acceptance testing (OAT) of new changes on pre-production environment.
- Carry out daily Application Health Check proactively to catch any symptoms that might lead to incidents and implement/take measures proactively to avoid incident occurrence
- Maintain platform stability, performance and resilience through proactive monitoring of system and schedule checks, CPU, memory and storage checks, integration queues, database growth and other integration, event and error log.
- Monitoring of scheduled tasks logs/alerts to ensure they run and complete as expected ? Maintain support documentation upto date.
- Responding to business user queries
Job Segment: Telecom, Telecommunications, Help Desk, Information Technology, Database, Technology
Job Classification
Industry: IT-Software, Software ServicesFunctional Area: IT Software - Application Programming, Maintenance, Role Category: Admin/Maintenance/Security/DatawarehousingRole: Admin/Maintenance/Security/DatawarehousingEmployement Type: Full timeEducation
Under Graduation: B.Tech/B.E. in ComputersPost Graduation: Any Postgraduate in Any SpecializationDoctorate: Doctorate Not RequiredContact Details:
Company: NTT DataLocation(s): Bengaluru
Keyskills: Telecom Root cause analysis Service level Support Analyst Helpdesk Database Troubleshooting Information technology Operations Monitoring
NTT Data
The Company NTT DATA Services is a top 10 global services company and part of the NTT Group, a Fortune 29 telecommunications and services company based in Japan. We operate with 60,000 professionals in 36 countries. Every day around the world we help clients explore new ways to respond to market...
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