Analyst - Service Ops Support

Overall Objectives of Job:

• Incident Management & Monitoring
• Monitor data pipeline status and health to ensure optimal performance and proactive issue identification
• Monitor Incident Management (IM) queue for assigned incidents and prioritize based on urgency and impact
• Acknowledge user queries and incidents promptly, ensuring timely response SLA compliance
• Gather necessary information and perform initial troubleshooting to determine root cause of issues
• Open, track, and manage tickets for assigned users, following up with involved parties until resolution
• Verify and validate incident resolution before closure to ensure quality and completeness
• Collaborate with Level 2 support teams to seek guidance or escalate complex incidents as needed
• Maintain 100% adherence to both response and resolution SLAs
• Engage Vendor timely and follow vendor m...

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