Technical & Business Operations Analyst- Madrid- Initial 12-month contract
I am currently working with a global leader within the telecommunications industry who are looking for a Technical & Business Operations Analyst to work onsite in Madrid for an initial 12-month contract.

Role Description
The role involves handling incidents and service requests from customers/end-user by following the standard methods and procedures of the unit. The role involves understanding procedures, prioritization of incidents, channeling to the appropriate team, validation and verification of artifacts (reports, bills, and so on), and effective operation of the software system.

*The schedule of the job is 24x7. The contractor will start with an evening shift (from 15:00 till 23:00 Madrid time) but it can be changed depending on the needs of the service.
*The contractor will be asked to cover on call shifts on weekends and at nights (once every 5 weeks but it might change to)

Key responsibilities:
*Perform ticket analysis, service interruption analysis: deep investigation and troubleshooting ending up on the resolution of high percentage of issues. If resolution of issues is not possible: triaging of issues, follow-up with relevant teams for resolution.
*Ensure that all required ticket information is available for further analysis (for example, logs get in previous troubleshooting).
*Run methods and procedures to provide resolution to known/recurring issues.
*Effectively use the existing knowledge base and documentation for quick-win and resolution of majority of cases.
*Perform queue management for assigning tickets to other teams and follow up for timely resolution while keeping track of SLAs.
*Ensure timely resolution or escalation within the agreed SLA. Create positive customer support experience and build strong relationships through problem understanding, communicating promptly on progress, and handling customers with a professional attitude.
*Follow standard operating procedure and update checklists for quality assurance and progress tracking.
*Ensure seamless handover between shifts.
*Monitor and publish the SLA achievement by keeping track of all KPIs.
*Ensure crystal clear communication and documentation as point of contact.
*Perform validation, verification, and correction, wherever applicable, of artifacts of the system (reports, bills, event records, screens, and so on). Report and properly document errors that are detected.
*Perform basic software system operations. This involves using the online screen, running maps and jobs, basic configuration/installation, taking backups, and so on.
*Work on fallouts from various applications, journalize manual billing requests, process payments, and customize miscellaneous activities.
*Develop simple scripts to automize recurrent process.

Critical Experiences
1. Recent graduates and/or equivalent experience.
2. Experience with ticket-handling system is an advantage.
3. Documentation skills, excellent verbal, and written communication skills.
4. Experience in using MS Office and end-user applications.
5. Technical experience in related field; preference for computer sciences.

Credentials
*A graduate with a bachelor's degree in IT, Telecommunications, Computer Science or equivalent.
*Minimum one year of relevant experience
*Previous experience in customer support or system administration
*Comfortable with Solaris/Linux Systems Administration
*Basic knowledge about SQL
*Previous experience on troubleshooting issues by analyzing logs and traces from different systems and formats.
*XML/WSDL preferable
*Basic knowledge about TCP/IP protocols
*Previous experience with Ticketing Systems would be an advantage.
*Fluency in verbal/written English
*Strong communication skills, collaboration skills and working effectively with teams.
*Availability to work on shifts (24x7 rotation scheme)

Core Competencies
*Builds Valuable Customer Relationships
*Teaming Across Boundaries
*Interacts with Respect
*Displays Confidence and Curiosity
*Demonstrates Excellence and Professionalism