Service Experience Analyst

Location: Hyderabad, Andhra Pradesh IN

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Requisition Number: 210415

External Description:

Title: Service Experience Analyst

The Team

The Teradata Service Experience Manager (SEM) team has a primary responsibility of ensuring high-quality delivery of Teradata services.   The SEM team serves as trusted advisors to our customers and is dedicated to ensuring the success of the customer’s analytical ecosystem. The SEM team drives operational excellence of services at the stakeholder level through proactive actions and insights, building and maintaining strong relationships across Customer Support, Managed Services and Cloud Dev/Ops.  SEAs are accountable for delivering and improving service deliverables.

Your Role

As a Service Experience Analyst (SEA), you will be responsible for supporting Service Experience Managers delivering and improving service commitments for our customers.  You will be responsible for tasks that are necessary and critical to service delivery; specializing in a deliverable subject area such as reporting, financials, or system monitoring.  SEAs will take key roles in standardization, automation, and modernization projects that are crucial to ensuring high customer satisfaction. 

Your Qualifications and Experience:

  • Fluent in English (Verbal and written communication skills)
  • Bachelors Degree (CS, MIS or equivalent)
  • Up to 2 years of experience working in a technology company in a technical capacity
  • Ability to prioritize and perform effectively in a highly dynamic work environment
  • Demonstrate problem-solving skills with the ability to analyze possible solutions using standard procedures
  • Demonstrate a process-driven mindset
  • Ability to present technical ideas to non-technical audience    
  • Demonstrate a pattern of high attention to detail to work efforts
  • Passionate about helping others and contributing to customer success

 Preferred Qualifications and Experience 

  • Practical knowledge of analytics and data warehousing 
  • Customer, Cloud, aaS, and/or Managed Services delivery experience

 What You’ll Do

Contribute to Operational Excellence

  • Support assessments of customer analytical environment based on business and technical needs, and provide data to support recommendations
  • Actively track and identify operational risk through proactive actions and insights
  • Execute routine deliverables on-time and meet service delivery requirements
  • Apply technical knowledge to understand the impact of service components to customer’s technical ecosystem
  • Drive consistency of service deliverables across a diverse global customer base
  • Build knowledge of company processes, solutions, products, services and customer 

Manage and Track Customer Satisfaction

  • Provide reports and data to support the 360-degree view of customer experience and identification of customer satisfaction improvements
  • Consolidate and report customer results and forecasts 

Support Incidents and Event Resolution

  • Support critical incident resolution
  • Support customer escalations cross-departmentally with communications to Teradata leadership
  • Support post-critical event reviews focused on root cause analysis and corrective actions 

Contribute to Service Delivery

  • Collect and analyze delivery and system data needed for technical and executive reviews (e.g. KPIs, system metrics, SLA achievement)
  • Monitor system engineering metrics (e.g. backlog of cases, Field Retrofit Orders, critical patches, change control management, special handling audits, siteID management)
  • Leverage and continuously improve e templates to create clear customer presentations and reports (e.g. monthly service reviews, customer support plans, system health reports) that will be presented by the SEM to the customer
  • Perform financial management tasks to support invoicing, project resourcing, and financial governance of projects
  • Contribute inputs needed for customer success plans to achieve customer desired outcome

CountryEEOText_Description:

City: Hyderabad

State: Andhra Pradesh

Community / Marketing Title: Service Experience Analyst

Job Category: Customer Support

Company Profile:

Teradata helps businesses unlock value by turning data into their greatest asset.  We’re the cloud data analytics platform company, built for a hybrid multi-cloud reality, solving the world's most complex data challenges at scale. Collectively, we endeavor to serve equal parts innovator and contributor. Because our mission isn’t just about the collection of data – it’s about revolutionizing the future of transportation to save lives, optimizing energy costs to make the planet a cleaner place, and using data to predict and identify cancer risks.

Location_formattedLocationLong: Hyderabad, Andhra Pradesh IN

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