Sr Technical Lead (Support & Operations)

Job Summary

Job Description: VVIP Support Analyst The VVIP Support Analyst is a non operational role responsible for delivering data driven insights and governance reporting for VVIP services. The role focuses on analyzing incidents, requests, SLA trends, repeat issues, and experience metrics (DEX) to identify risks, patterns, and improvement areas. The analyst prepares fact based governance inputs, dashboards, and action trackers to support decision making but does not provide end user support, ticket handling, or troubleshooting. Key Responsibilities • Consolidate VVIP Service Now data (Incidents, Requests, MTTR, repeat tickets) • Perform trend analysis: o Repeat tickets by user/device o High-impact issues o SLA breaches and aging tickets • Maintain and validate VVIP-specific knowledge articles • Track actions and closures from prior governance meetings • Ensure insights are fact-based and defensible • Monthly / weekly VVIP insights pack • Action tracker with status (Open / Closed / Risk) • Inputs for DEX analysis and device health reviews • Perform device-level and user-experience analysis for VVIP users • Identify low DEX devices and contributing parameters • Map device issues to incidents and support actions • Quantify improvements and deterioration (before/after view) • Log, categorize, prioritize incidents and requests • Ensure correct ticket handling in the ITSM tool • Own escalation governance and effectiveness Ensure:

• Escalations are timely and justified • Proper diagnostics are attached before escalation • Act as operational escalation point for high-impact / VVIP issues • Challenge poor resolver performance where needed

Key Responsibilities

1. To ensure on-time resolution & quality compliance of escalated tickets/incident as per the agreed SLA.

2. To perform value addition activities (such as mentoring administrators/team members, preparing SOPs, maintaining effective documentation simultaneously and Knowledge sharing.) In addition act as a liaison to the business segment, facilitating effective communication and presentation to key business stakeholders as & when required.

3. To validate Change Order Implementation Plan & Human Error Compliance and participate in Capacity planning.

4. To ensure positive customer feedback & satisfaction through active participation in customer meetings to understand any issues faced.

5. To validate analyses (eg. Root Cause Analysis ,Trend Analysis) and reports to facilitate performance in tasks to be presented to key business stakeholders

Skill Requirements

VVIP Support Analyst The VVIP Support Analyst is a non operational role responsible for delivering data driven insights and governance reporting for VVIP services. The role focuses on analyzing incidents, requests, SLA trends, repeat issues, and experience metrics (DEX) to identify risks, patterns, and improvement areas. The analyst prepares fact based governance inputs, dashboards, and action trackers to support decision making but does not provide end user support, ticket handling, or troubleshooting. Key Responsibilities • Consolidate VVIP Service Now data (Incidents, Requests, MTTR, repeat tickets) • Perform trend analysis: o Repeat tickets by user/device o High-impact issues o SLA breaches and aging tickets • Maintain and validate VVIP-specific knowledge articles • Track actions and closures from prior governance meetings • Ensure insights are fact-based and defensible • Monthly / weekly VVIP insights pack • Action tracker with status (Open / Closed / Risk) • Inputs for DEX analysis and device health reviews • Perform device-level and user-experience analysis for VVIP users • Identify low DEX devices and contributing parameters • Map device issues to incidents and support actions • Quantify improvements and deterioration (before/after view) • Log, categorize, prioritize incidents and requests • Ensure correct ticket handling in the ITSM tool • Own escalation governance and effectiveness Ensure:

• Escalations are timely and justified • Proper diagnostics are attached before escalation • Act as operational escalation point for high-impact / VVIP issues • Challenge poor resolver performance where needed

Other Requirements

VVIP Support Analyst The VVIP Support Analyst is a non operational role responsible for delivering data driven insights and governance reporting for VVIP services. The role focuses on analyzing incidents, requests, SLA trends, repeat issues, and experience metrics (DEX) to identify risks, patterns, and improvement areas. The analyst prepares fact based governance inputs, dashboards, and action trackers to support decision making but does not provide end user support, ticket handling, or troubleshooting. Key Responsibilities • Consolidate VVIP Service Now data (Incidents, Requests, MTTR, repeat tickets) • Perform trend analysis: o Repeat tickets by user/device o High-impact issues o SLA breaches and aging tickets • Maintain and validate VVIP-specific knowledge articles • Track actions and closures from prior governance meetings • Ensure insights are fact-based and defensible • Monthly / weekly VVIP insights pack • Action tracker with status (Open / Closed / Risk) • Inputs for DEX analysis and device health reviews • Perform device-level and user-experience analysis for VVIP users • Identify low DEX devices and contributing parameters • Map device issues to incidents and support actions • Quantify improvements and deterioration (before/after view) • Log, categorize, prioritize incidents and requests • Ensure correct ticket handling in the ITSM tool • Own escalation governance and effectiveness Ensure:

• Escalations are timely and justified • Proper diagnostics are attached before escalation • Act as operational escalation point for high-impact / VVIP issues • Challenge poor resolver performance where needed