Support Analyst

Krazy Mantra It; Pune District; On-site; INR 300,000 - 540,000; Full time

Job summary

Krazy Mantra It is seeking a skilled IT support professional to provide technical assistance and manage incidents from detection to resolution. The role involves collaborating with vendors and internal teams to ensure timely restoration of services and prevent recurrence of issues.

The candidate will maintain strong stakeholder relationships, monitor vendor SLAs, and contribute to process improvements. This position is based in Pune, India.

Qualifications

• Provide technical support to users and resolve complex issues efficiently.
• Analyze and resolve incidents from detection to resolution to ensure timely service restoration.
• Identify root causes and implement effective solutions to prevent recurrence.

Responsibilities

• Develop and maintain relationships with stakeholders, including vendors and internal teams.
• Monitor vendor performance and ensure compliance with SLAs.
• Collaborate with cross-functional teams to resolve escalated issues.
• Escalate and manage incidents through to resolution with clear communication.
• Assist in continuous improvement of support processes and knowledge base.

Skills

Technical support

Incident management

Vendor management

Stakeholder communication

Job description

• Provide technical support and resolve complex issues efficiently.
• Manage incidents from detection to resolution, ensuring timely restoration of services.
• Analyze problems and implement effective solutions to prevent recurrence.
• Develop and maintain relationships with stakeholders, including vendors and internal teams.
• Monitor vendor performance and ensure compliance with agreed-upon SLAs.
• Collaborate with cross-functional teams to resolve escalated issues.