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Support Analyst-1

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Michelin

1mo ago

  • Job
    Full-time
    Junior & Mid Level
  • Software Engineering
    IT & Cybersecurity
  • Pune
  • Quick Apply

AI generated summary

  • You must manage incidents and service requests, analyze root causes, validate changes, monitor services, contribute to application improvements, and capitalize on learned knowledge.
  • You will manage incidents and service requests, analyze root causes, monitor services, validate changes, contribute to application improvements, and ensure knowledge capitalization.

Requirements

  • KEY EXPECTED ACHIEVEMENTS
  • Incident Management
  • Ø Identifies impact and validates priority.
  • Ø Provides technical and functional analysis
  • Ø Provides the solution to users.
  • Ø Identifies and communicates potential workarounds.
  • Ø Informs users on the status of incident processing.
  • Ø Provides the link with level 3.
  • Ø Continues from the handling of the incident until its closure.
  • Service Request processing.
  • Ø Takes into account RH requests
  • Ø Processes RH or forwards it to a contributor
  • Ø Informs users on the status of RH treatments.
  • Ø Continues the treatment of the RH until its closure
  • Contributes to the analysis of root causes linked to incidents, (Problem Management)
  • Ø Participates or even leads the analysis of root causes of incidents.
  • Ø Transmits the result to the contributors in charge of implementing the patches.
  • Exploits the monitoring of services.
  • Ø Exploits the monitoring set up by the construction and/or infrastructure teams.
  • Ø Takes into account the alert and informs potential contributors to anticipate impacts on users
  • Validates changes in production (change management)
  • Ø Analyses exchange requests to measure their impact on users.
  • Ø Rejects or accepts the change based on his/her analysis.
  • Ø If the exchange is accepted, Inform users of the potential impacts if the exchange is acceptable.
  • Ø If the exchange is rejected, provide arguments to the exchange coordinator.
  • Contributes to the continuous improvement of applications.
  • Ø Feed back to the development teams the potential improvements detected by the users or by themselves.
  • Capitalizes the knowledge acquired.
  • Ø Ensures the capitalisation of lessons learned from its activities.

Responsibilities

  • Incident Management Ø Identifies impact and validates priority. Ø Provides technical and functional analysis Ø Provides the solution to users. Ø Identifies and communicates potential workarounds. Ø Informs users on the status of incident processing. Ø Provides the link with level 3. Ø Continues from the handling of the incident until its closure.
  • Service Request processing. Ø Takes into account RH requests Ø Processes RH or forwards it to a contributor Ø Informs users on the status of RH treatments. Ø Continues the treatment of the RH until its closure
  • Contributes to the analysis of root causes linked to incidents, (Problem Management) Ø Participates or even leads the analysis of root causes of incidents. Ø Transmits the result to the contributors in charge of implementing the patches.
  • Exploits the monitoring of services. Ø Exploits the monitoring set up by the construction and/or infrastructure teams. Ø Takes into account the alert and informs potential contributors to anticipate impacts on users
  • Validates changes in production (change management) Ø Analyses exchange requests to measure their impact on users. Ø Rejects or accepts the change based on his/her analysis. Ø If the exchange is accepted, Inform users of the potential impacts if the exchange is acceptable. Ø If the exchange is rejected, provide arguments to the exchange coordinator.
  • Contributes to the continuous improvement of applications. Ø Feed back to the development teams the potential improvements detected by the users or by themselves.
  • Capitalizes the knowledge acquired. Ø Ensures the capitalisation of lessons learned from its activities.

FAQs

What are the main responsibilities of a Support Analyst-1?

The main responsibilities include incident management, service request processing, root cause analysis, service monitoring, change management, continuous improvement of applications, and knowledge capitalization.

What does incident management involve?

Incident management involves identifying impact and validating priority, providing technical and functional analysis, offering solutions to users, communicating potential workarounds, informing users on incident status, and continuing until the incident is closed.

What is expected of me in service request processing?

In service request processing, you will take into account requests, process or forward them to the appropriate contributor, inform users of status updates, and continue treatment until closure.

How does a Support Analyst contribute to problem management?

A Support Analyst participates or leads root cause analysis of incidents and transmits the findings to contributors responsible for implementing the necessary patches.

What does exploiting the monitoring of services entail?

It involves utilizing monitoring tools set up by construction or infrastructure teams, responding to alerts, and informing relevant contributors to anticipate user impacts.

What role does change management play in this position?

In change management, a Support Analyst analyzes requests for changes to assess their impact on users, decides to accept or reject changes based on this analysis, and communicates potential impacts accordingly.

How can I contribute to continuous improvement in this role?

You can contribute by providing feedback to development teams on potential improvements based on user observations or your own findings.

What is involved in capitalizing knowledge acquired?

Capitalizing knowledge involves ensuring that lessons learned from your activities are documented and shared to enhance overall team knowledge and performance.

Is there a specific process for informing users about incidents?

Yes, you are expected to keep users informed on the status of incident processing throughout the handling of the incident until it is resolved.

What should I do if I identify a need for application improvements?

You should feed that information back to the development teams to ensure that user-detected improvements are considered for future updates.

Michelin

Automotive
Industry
10,001+
Employees
1889
Founded Year

Mission & Purpose

Michelin, the leading tire company, is dedicated to sustainably improving the mobility of goods and people by manufacturing and marketing tires and services for every type of vehicle, including airplanes, automobiles, bicycles/motorcycles, earthmovers, farm equipment and trucks. It also offers digital mobility support services and publishes travel guides, hotel and restaurant guides, maps and road atlases. Headquartered in Clermont-Ferrand, France, Michelin is present in more than 170 countries, has 111,200 employees and operates 67 production plants in 17 different countries. Michelin has a Technology Center in charge of research and development, with operations in Europe, North America and Asia. In short, whether you look at our mission, our products or our people, Michelin is a company that truly helps you to move forward.... Visit our website to discover more about us www.michelin.com