Job Summary:
Service Delivery Analyst with experience in L1/L2 application support within corporate environments, specialized in incident management, SLA compliance, and troubleshooting of business-critical systems. Proven ability to perform Root Cause Analysis (RCA), coordinate cross-functional teams, and drive process improvements to enhance operational efficiency.
Key Responsibilities:
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Manage incident lifecycle and ensure SLA compliance using ITSM tools (ServiceNow, Jira).
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Provide L1/L2 support for business-critical applications, particularly in supply chain environments.
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Perform troubleshooting, incident analysis, and Root Cause Analysis (RCA).
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Escalate critical issues and coordinate with global technical and business stakeholders.
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Document incidents, solutions, and change requests.
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Support process improvements and optimization of support workflows.
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Deliver end-user training to improve application adoption.
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Ensure adherence to security controls and corporate compliance policies.
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Manage vendor coordination for issue resolution.
Key Skills:
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Incident & Problem Management
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ITSM Tools (ServiceNow, Jira)
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Troubleshooting & RCA
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SLA Management
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Stakeholder Coordination
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Process Improvement
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Technical Support (L1 / L2)
