FASTTEK GLOBALpowered by Fast Switch - Great Lakes
Chennai, Tamil Nadu
IT Operations Support Specialist #1045299Job Description:
- The Collaboration Services team is focused on delivering amazing experiences.
- The Collaboration Services portfolio includes several customer-facing product offerings such as the MS Teams portfolio (Meetings and Messaging), Miro, Slido, and tools to support MS Teams automations.
- The primary responsibilities of a support analyst include interfacing directly with the customers of the services, troubleshooting and diagnosing issues, performing root cause analysis, and working with vendors to test and implement changes.
- Another key responsibility is to serve as L2 support for our service portfolio.
- This role is an opportunity to gain detailed insight into collaboration tools that are used across Company and get hands-on experience in IT Operations.
Responsibilities:
- Diagnose, manage, test, and implement solutions for operational issues
- Triage escalated issues and work together with core teams (vendors)
- Manage and prioritize the flow of work
- Understand customer needs and validate solutions
- Assist in Developing and communicating the product vision and roadmap
- Utilize Agile methodologies, processes, and tools
- Participate in creating iterations/releases for the service offerings
- Manage and report out on requests, incidents, problems in ServiceNow
- Ability to manage issues across teams
- Review and consult with users on automations and application integrations
Basic Qualifications/Skills:
- Bachelor's Degree
- Hardware/Software support experience with SaaS technology
- Ability to prioritize work, manage multiple assignments and work in a fast-paced environment
- Technical and problem-solving mindset
- Technical knowledge of IT software development cycle; Technology lifecycle
- Experience with request/incident/problem management, ticket workflows and tools
- Familiarity with Agile Methodologies (Scrum/Kanban) and the JIRA tool
- Understanding of Architectural documentation and processes
- Strong data analysis skills and experience gathering metrics
- Self-starter and the ability to come up with innovative solutions
- Experience with SaaS/Cloud technologies and Azure
Preferred Skills:
- Work experience in Microsoft Power Automate workflow is an added advantage
- Experience with custom application creation and Power Platform
- Strong communication and collaboration skills.
- Ability to interact well with customers remotely
- Ability to extrapolate customer feedback into action items
- Supplier relationship experience and familiarity working with global teams
- Knowledge of security best practices, required controls and risk mitigation
Skills Required:
- IT Support, Azure, Support Problem Tracking
Skills Preferred:
- Power Apps, Java, Power Automate
Experience Required:
- Specialist Exp: 5+ experience IT Operations Support 1
- Diagnose, manage, test, and implement solutions for operational issues
- Triage escalated issues and work together with core teams (vendors)
- Manage and prioritize the flow of work
- Understand customer needs and validate solutions Assist in Developing and communicating the product vision and roadmap
- Utilize Agile methodologies, processes, and tools
- Participate in creating iterations/releases for the service offerings
- Manage and report out on requests, incidents, problems in ServiceNow
- Ability to manage issues across teams
- Review and consult with users on automations and application integrations
Experience Preferred:
- Work experience in Microsoft Power Automate workflow is an added advantage
- Knowledge in Java is an added advantage
- Experience with custom application creation and Power Platform
- Strong communication and collaboration skills.
- Ability to interact well with customers remotely
- Ability to extrapolate customer feedback into action items
- Supplier relationship experience and familiarity working with global teams
- Knowledge of security best practices, required controls and risk mitigation
Education Required:
- Bachelor's Degree
Additional Information :
- Knowledge of Power Automate, and J2EE related technologies is an added advantage