skai support analyst.

 First level of escalation for the Vendor partners for issues not under their remit.
 Responsible for bringing escalations to next level for resolution.
 Available 24*7 for taking up escalations.
 The primary objective of the role is to ensure first time resolution is provided in the desired
SLA.
 Throughout this process you will remain the first point of contact with the customer,
maintaining ownership of the original fault and acting as the main point of contact between the
customer and concerned stakeholders providing timely updates.
 Ensuring the fault is given the correct level of priority and attention.
 This is a demanding support position which calls for excellent customer service skills, the
ability to articulate solutions clearly and confidently to end users.
 Ensuring all faults are progressed & cleared within SLA – escalating to other internal and
external teams as appropriate.
 Supervising daily incidents through their entire lifecycle from the first point of contact through
to resolution, proactively
 Keeping the stakeholders informed of progress.
 Identify and escalate repeat issues or service risks into service management & vendor teams.
 Sharing knowledge with team colleagues
 Must be able to demonstrate a customer first approach to support.
 The ability to liaise and communicate confidently and professionally with customer
representatives at all levels.
 Natural aptitude for trouble shooting & problem solving.
 Have solid experience in a helpdesk or technical support environment.
 Highly organized and able to work on own initiative to complete the range of tasks required.
 Highly skilled in conducting root cause analysis in a structured manner and has experience in
managing cause elimination end to end.Skills and Qualifications:
 4-6 years of experience in managing ITSM and IT Operations portfolios
 Experience in managing/supervising Incidents and Service requests with complete ownership.
 Significant experience working within the ITIL Framework with formal Service Management to
include but not limited to:
o Incident Management
o Problem Management
o Service Catalog / Service Requests
 Thorough understanding of IT service portfolio creation and management, service and value
requirement definition and design, and typical supporting operating models
 Experience creating, documenting and disseminating IT processes. Operates with a strong sense of urgency ensuring that the operationalized ITSM processes
and functions add value to all stakeholders, with respect to the delivery, management, and
consumption of those services.
 Establish strong relationships and partnerships with business/IT, clients/customers.
 Have a strong desire to deliver exceptional customer experiences, obsess over quality of
services being delivered, and be relationship oriented through transparent and proactive
communication. Some ways could include:
 Surveys to gather periodic customer feedback on a consistent basis
 Utilize an outside-in approach model and measure service success from customer’s point of
view.
 Proactively showcase service improvements
 Effectively communicate service impairments to the business/customers in a timely manner
while taking ownership of service resolution/restoration and coordination of resources
 Collaborate closely with IT teams, enable and share a common, customer-centric culture with
the teams and apply common methods to drive excellence in the role or function.
 Facilitate and drive alignment across teams, conduct customer research, and work with key
stakeholders across business and technology to develop the service strategy, vision and
roadmap.
 ITIL Certifications Preferred.
Technical Skills:
 Meta Services Exposure
 API Usage and monitoring knowledge
 AI / ML experience
 Large Language Models (LLM) , ChatGPT exposure
 ChatBot experience
 GCP/Cloud Exposure
 MandatoryMeta Services exposure, API Knowledge, AI/ML experienced, LLM, ChatGPT ,
ChatBot experience, exposure to GCP Cloud (log check, basic checks)