Senior Support Analyst

**Job Description – Senior Support Analyst** **Primary Responsibilities** * Management of the global application support organization (Level 1 and L2 support) * Management of the Service Management and Service Introduction functions **Other Key Responsibilities** * Improve the quality of production support services * Drive continuous improvement initiatives * Establish and maintain a constructive relationship with the support service provider(s) * Ensure service metrics are captured, analyzed and communicated * Identify and analyze support service and ticket trends; determine system improvements; implement change * Wherever appropriate, evaluate and re-design support processes * Mediate in cases where there are conflicts, differences of opinion, differing priorities, etc. * Ensure that relevant status reports are produced and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence * Ensure that improvement initiatives identified in service reviews are acted upon by the service provider and progress reports are provided to stakeholders * Ensure that customer complaints are investigated, escalated (where necessary), and tracked to closure * Review service scope, SLAs and other agreements on a regular basis and evaluate proposals for any changes to the SOW * Participate in strategic planning and provide inputs and recommendations wherever appropriate * Manage service transitions * Manage support vendors / service providers * Monitor support costs and ensure support cost optimization * Provide management and operational oversight to service provider activities and act as an escalation point for any milestone that the supplier fails to complete * Establish governance processes (meetings/reviews, reporting) and ensure adherence by the service provider * Work on the financials, participate in the annual budgeting / forecasting exercise, review and approve costs submitted by the service provider * Manage activities associated with both internal and external IT audits **Experience and Skills** * Should have around 5-7 years of experience within IT – including Support Services engagements * Should have knowledge and experience of support process (e.g. ITIL) and support tools (e.g. ServiceNow, Ivanit, FreshService, and FreshDesk, etc.) * Should have good communication, analytical and organizational skills * Should be hands-on, delivery focused and with a strong sense of ownership * Experience of working on Microsoft Navision, Business Central, OTM Azure, Salesforce, and/or .NET technologies would be an advantage