It Business Analysis （Tier 2 Support）
ART (Advanced Resolution Team) is the second tier support of Mars Helpdesk. As the ART Analyst is responsible for 3 key areas:1) Act as the 2nd tier support to solve user issues escalated by 1st level helpdesk.2) Monitor global infrastructure including servers and network, follow-up on those alerts.3) Crisis management and problem management to ensure the resolution of crisis and follow-up.Furthermore, ART is responsible for the provision of technical expertise to resolve complex infrastructure problems. ART needs to work with other teams globally to deliver the deployment of new technology and accomplish the project. Work with tier 3 expert center groups to assist in the take-on and support for new technologies and drive Problem Management based on the ITIL - IT Infrastructure Library framework.Responsibilities:·Respond to events (customer calls, automatically generated alerts, email requests, voice mail, etc.)· Quickly develop necessary technical and functional skills through training, on the job experiences, cross training with experienced analysts, etc.· Assist in performing monitoring, intervention, escalation, and communication of any issues having an impact on any aspect of the production environment. Maintain awareness of production environment at all times across a wide range of technologies.·Assist in definition and documentation of processes and procedures, maintenance and enhancement.·Resolve problems based on documentation. If problem cannot be resolved, work with tier 3 expert teams on resolution.·Be able to handle Crisis management for infrastructures outages across regions. ·Assist ART Manager in delivering operation review and performance sustainment, identifying areas for improvement and taking actions.·Manage or participate in GTS take-on projects as required.·Act as conduit between ART, PSC and expert centre for everyday operation, knowledge sharing, etc.
