Senior Analyst

Command Centre & Experience Monitoring

Pune/Mumbai/Chandigarh | Full-time (FT)

Shift Timings: EMEA/US |Management Level: SA| Travel Requirements: NA

Senior Analyst Roles and responsibilities:

• Act as gatekeeper for Incident Queues – govern the queue flow

• Work with managers in streamlining & optimizing incidents handling - improve repeat instance rate & time for instance closure

• Work on different tools which will help to identify Customer experience monitoring

• Exposure to monitoring tools like Glassbox, Splunk, Dynatrace, Catchpoint etc. Monitoring traffic incoming-outgoing troubleshooting and reporting to stakeholders

• Conduct extensive quality check, pass feedback & maintain repository which team can refer while execution of task

• Interact with client stakeholders to understand the customer impact and severity of issue

• Create report on daily and weekly basis on alerts observed on different dashboard

• Lead documentation on new projects by getting first hand trained on different activities & pass refines / optimal knowledge to team

• Lead team on skill enhancement on monitoring, technical knowledge of environment & incident / service request handling

Technical and Functional Skills:

• Bachelor’s Degree with 2 to 4 years of experience in Incident handling, forum / platform monitoring, incident / service request troubleshooting & reporting. Strong platform monitoring & troubleshooting knowledge is basic requirement.

• Application based server knowledge is must to handle troubleshooting

• Experience in synthetic monitoring (preferably e-commerce) & application based server troubleshooting

• Exposure to ITSM modules. ITIL certification will be an added advantage

• Strong proficiency in MS Office, especially MS Excel and PPT

• Good written and verbal communication - should be good to interact with stakeholders

About eClerx

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

About eClerx Digital

eClerx Digital is the trusted partner of choice to many of the world’s largest global brands for creative production, e-commerce/web operations, and analytics and insights services. We help clients maximize the results of their digital activities across the customer journey. Global industry leaders partner with us to cost-effectively scale their digital activities by leveraging our highly skilled blended resource model.

To know more about us, visit https://eclerx.com eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.