Analyst

• Provide a global support according to business expectations based on SLA's, focused on Incidents, Problem, Change and Request Management processes using the ITIL framework;
• Work with the VW Group state of the art technology supporting the new electric vehicles online services;
• Interact with a broad range of setups that will allow you experience working both with on-premisse legacy systems and new cloud based solutions;
• Verify if the applications are working correctly, namely if the communication between the applications and the servers is working properly and if not try to find a solution or solve the incident;
• If needed, escalate the problem to the application vendor and verify the status of the incident in order to solve it in the shortest possible time;
• Collaborating directly with the team in Germany with the aim of managing customer’s expectations and meet client’s expectations.

IT Service Analyst

SOC Tier 2 Analyst