The role of Technical Business Analyst is focused on providing resolutions to simple to moderate incidents and escalating the complex and/or high priority incidents to the senior staff, application SMEs or Vendor when needed. Helpdesk Analyst is also tasked with logging, monitoring, and prioritizing long-term fixes to various problems.
Principal Accountabilities:
a. Screens the details of the incident.
b. Performs initial analysis of the incident.
c. Escalates the incident to Application SME or Vendor, if needed.
d. Tests workaround/resolution of the incident.
e. Endorses the resolution to users for production implementation including SQL scripts if necessary.
f. Secures approval of the executed workaround/resolution, if needed.
g. Documents the workaround/resolution in the Knowledge Base.
h. Monitors and report status of the assigned incidents.
i. Follow-up escalated incidents.
j. Ensures all incidents status are properly communicated with users and resolved within SLAs.
2. Log and monitor Problem tickets.
a. Logs problem in the ticketing tool.
b. Escalate Root Cause Analysis and Permanent Fix to Application SMEs.
c. Monitors long outstanding problem tickets and coordinates with the assigned individual/team.
3. Build-up Knowledge Base by creating solution articles.
a.Consolidate existing FAQs, quick guides, manual of procedures, and product primers.
b. Publish workaround/resolution articles based on the closed incidents and problems.
Qualifications:
At White Cloak Technologies, we are passionate about leading people at the forefront of technology. Since our inception in 2014, we have established ourselves as a trusted pillar in software development, proudly based in the heart of the Philippines. As a preferred innovation partner, we excel in collaborating with prominent corporations, transforming challenges into success stories through adept technology applications.
Our commitment goes beyond providing solutions; it's about forging lasting relationships. This dedication is reflected in our enduring partnerships with esteemed institutions such as UnionBank, UnionDigital, Ayala, Robinsons, and Aboitiz.
With White Cloak, it's more than just technology—it's about trust, expertise, and embarking on a shared journey toward digital excellence.
Key Highlights:
200+ Engineers: Our team comprises over 200 skilled engineers dedicated to delivering top-notch solutions.
100+ Projects Delivered: With a proven track record, we have successfully delivered over 100 projects across various industries.
Services:
- Managed Agile Services: We offer comprehensive managed agile services tailored to meet your unique business needs.
- IT Staff Augmentation: Leverage our pool of expert IT professionals to augment your team and enhance project capabilities.
- Managed Support & Maintenance: Ensure the smooth operation of your systems with our reliable managed support and maintenance services.
- On-Demand Services: Get access to on-demand support and expertise whenever you need it, ensuring flexibility and efficiency in your operations.
Join us on our journey as we continue to lead the way in technology innovation and empower businesses to thrive in the digital era.
