Virtusa
Ticket Analysis
Job Description
1. Having good understanding of Production Support operations. Perform data(Issue Tickets) analysis and provide detailed recommendations to get process improvement across LOB with focusing on creating capacity within the org through right placement of work, elimination, or automation.
2. Strong data analytics skills. Knowledge of data analytics
3. Strong technical background in DB- Oracle database (SQL knowledge must)
4. Active involvement in and ownership of Project items, covering Stability, Efficiency, and Effectiveness initiatives.
5. Connect with senior stakeholders within Production management space to demonstrate the service management efficiency projects.
6. Regular senior management updates with an effective scoreboard.
7. Create crisp and clear presentations skills with details on the working model and recommendations.
8. Work closely with LOB teams to plan and deliver solutions, managing dependencies on other teams
9. Identify and drive automation of manual, regular tasks by understanding business needs and leveraging the available platforms
10. Recommend and oversee process improvements
11. Communicates with end-users to provide timely and accurate information and status updates.
12. Provides evaluative judgment based on analysis of factual information in complicated and unique situations.
13. Ensure close governance and tracking of milestones to align deliverables and timelines to team requirements
14. Strong can-do attitude and organizational skills with great attention to detail
15. Good interpersonal, presentation and communication skills
Secondary
1. and visualization tools will be a plus (e.g. Tableau, PowerBI, Qlik)
2. Knowledge on SRE , Unix
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