Process Control-Service Delivery Analyst II

Process Control-Service Delivery Analyst II

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Job Description

Responsible for:

Responsible for first level support for the company’s production environment systems, processing scheduled production jobs and monitoring and managing the daily operation of the Windows and Unix environments. Provide efficient, courteous customer service and to ensure that service levels are met in the provision of customer support services.

Extent of Authority:

• Decision making within the scope of standards and procedures for role
• The authority to administer the Heat call logging system
• The authority to raise issues and helpdesk calls in Heat
• The authority to close calls in Heat
• The authority to escalate issues to the relevant support teams
• The authority to elevate unresolved issues to management

Main Activities:

• Process scheduled producti...