IT Ops Analyst Job in Bangalore at Marvell Semiconductor

Marvell is hiring for the role of IT Ops Analyst!

Responsibilities of the Candidate: 

• Respond to the incidents/issues users report predominantly through Voice Interaction, email, Self-service, chat & remote support.
• Identify, investigate, and diagnose the issue, take necessary action, and resolve or assign the issue to the right assignment group.
• Capture all incidents in the incident tracker tool and assign the cases to the relevant assignment group as per process, ensuring proper documentation.
• Follow the incident life cycle as defined by process, log the incident with proper priority, categorize and document, and perform follow-up on all necessary incidents as defined in the process with the customer to ensure timely closure.
• Upgrade technical, process and soft skills to achieve client and internal quality scores with CSAT scores, resolution on call and customer service scores.
• Monitor and track incidents to ensure resolution within the customer Service Level Agreement.
• Perform incident notification and escalation to communicate problems/requests/issues effectively and receive proper management attention.
• Create and maintain a knowledge base with solutions to common issues.
• Outage Management – Manage outages efficiently for quicker resolution by opening Bridge calls and engaging different resolver teams as needed for quick resolution.

Requirements:

• Bachelor’s degree in Business, Science, Arts or related fields and at least 2-7 years of related professional experience
• Master’s degree in Business, Science, Arts or related fields with no professional experience