Senior Analyst

Who is Tech Mahindra?

At Tech Mahindra, we not only provide Agile and DevOps methodologies to our customers, we have adopted the same within the company as well. Our nimble processes are not mired in red tape, yet robust, flexible and result-oriented. We are Software Engineers, Technical Architects, Cloud and DevOps specialists. But the most important, we are dreamers, creators and challengers. Each day, we strive to make great come alive. Our lemma: “work smart and play hard”

Our technology partners are Hashicorp, Cloudbees, Chef, Pagerduty, Docker and SAP.

We are always looking for the brightest candidates to come and we offer a work environment with everything you need to be your best. Does Ambition, Success, Fun, Friends & Learning define your idea of a career? Join us and be part of our family!

We’re looking for a Senior Analyst

 Location: Mexico- remote

Technical Capabilities:

• Over 5 years’ experience working in an IT support environment in an advanced role, working with a call management tool, responsible for hardware, software & business process requests
• Over 2 year working knowledge of ITIL incident management & co-ordination
• Knowledge of ITIL Foundation course or MCDST
• Soft skills course completion directly relating to customer care
• Outlook – Mail & Databases
• Windows XP
• Active Directory
• Working knowledge of standard business applications (Microsoft Office suite)
• Intel compatible hardware (Desktops, Laptops, Printers, Mobile Devices)
• Networking concepts (WAN, LAN)
• Remote Access (VPN, wireless)
• Understanding of IT security & its importance
• Strong verbal and written skills

Essential Functions:

• Provide both internal & external—client facing support for leverage & use of tax technology solutions as part of escalation support model
• Perform effective call management, maintaining ownership on cases, and monitoring / updating / resolving incidents in a timely manner.
• Effective business decision making and sound judgement regarding the escalation of unresolved incidents to other technical resources, team leadership, or external partner vendors in order to expedite timely resolutions for clients
• Serve as the point-person for client communication and updates on outstanding technical issues and case progress
• Monitor and manage incidents via the call management tool to confirm all requests are prioritized and managed appropriately.
• Assist the Team Lead or management in correcting situations that may affect the delivery or quality of service to the end user.
• Respond to major incidents timely and accurately
• Keep aware of your support availability to help our end users maintaining team service levels
• Keep updated with policies and procedures relating to technology services

What you can expect from us

At Tech Mahindra, what distinguishes us from other teams is the comfortable environment which engenders trust within teams and with our customers. Trust and openness leads to quality, innovation, commitment to deliverables, efficiency and cost-effectiveness for all our customers.

• Work with some truly remarkable IT engineers, architects, specialists and more.
• We’re growing at a phenomenal pace and we’d like some company.
• Hear your voice, nurture your talent and help you strengthen your foot print!
• Benefits above the law
• Mentorship, and opportunities to grow and learn