Job Title: Hosting Analyst, IT Function, ekaterra
Work Location: India
Job Type: Fulltime
Travel required: Limited travel. Now limited due to CV19 restrictions
About the Tea Business
Unilever is proud of its Tea business, the biggest in the world, with world class purpose driven brands such as Lipton, PG tips and Pukka. Recently, Unilever decided to separate the Tea business to ensure it can best achieve its potential. Unilever is currently reviewing several options for separation, including a demerger, an initial public offering, a disposal or through partnership models. The process is expected to conclude by the end of 2021. The Tea businesses in India and Indonesia, and the partnership interests in the ready-to-drink Tea joint ventures will be retained.
The balance of the Tea brands and geographies and all Tea estates, with generated revenues of €2 billion in 2019, is growing and profitable with proven potential both pre- and post-COVID-19. As a standalone entity, the Tea company remains number one in the world and is even better positioned to lead the industry and take full advantage of the opportunities in the category, with more focus and entrepreneurship driving greater growth and value.
The current vision for the Tea company is to champion a tastier, healthier, more sustainable world of plant-based drinking. Purposeful thinking will be the core anchor of the business, its brands as well as its culture, and enables simple and agile decision making, supports an entrepreneurial mindset and is driven by passion for our consumers.
As we move through this journey towards separation, we are seeking employees with a passion for exciting entrepreneurial experiences, who want to pursue unique career opportunities and have a desire to be an integral part in building the bright future of this plant-based company.
The primary objective of the Hosting Analyst is the provision and support of a range of managed hosting services to business customers. As Hosting Analyst you will support in ensuring that the business customers receive the services as agreed upon the SLAs. This is a business customer focussed, hands-on role where it will be expected to work closely with customers as well as undertake day-to-day management aspects that the job requires.
Your Key Tasks:
Support in ensuring all hosting provisions are delivered accurately, on time and in accordance with ekaterra’s business customers expectations and that ordering, delivery & support is planned and scheduled accordingly with both internal and external stakeholders.
Facilitate in liaising with (business) customers regarding post sales requirements and delivery; ensuring activity on projects is regularly monitored and milestones are met.
Assist the team where required by actively working on solution designs, customer issues, handling calls, etc.
Deliver a first-class service and provide an escalation point for support, management, problem resolution and communication as appropriate.
Ensure key SLAs are met for provisioning and support and ensure progress updates are provided as required where service issues are identified.
Ensure the Test labs are maintained and supported to agreed standards and all relevant testing is documented.
Support in recognising and developing opportunities for improvements to products, services, processes and procedures by pro-actively offering ideas and solutions to grow our capability and make the function more efficient.
Work with (IT) managers to ensure all aspects of the teams “business as usual” operations can be continually developed to meet the everchanging requirements of our customers.
Facilitating in monitoring and recording attendance and managing issues as appropriate.
Skills and Experience:
Proven experience in a combined customer service handling / technical support role.
Experience within a hosting environment is essential.
Ability to assess and prioritise faults and respond or escalate accordingly.
Good academic background with a degree or equivalent qualification in Information Technology, Business Studies, Computing or relevant subject an advantage.
High standard of communication both written and verbal.
Capable of managing own workload with minimal supervision to tight deadlines.
Able to deal with challenging customer and staffing issues in a professional and supportive manner and to see these through to resolution.
Who we are looking for:
Flexibility and agility to manage proactive engagement.
Rigorous approach & attention to detail.
Appreciation of the challenges faced with a greenfield site, with the entrepreneurial mindset required for successful outcome.
Technical Know-How – you have an appetite to upgrade self in technology space.
Excited about the Role?
Please apply online. Your application will be reviewed against our requirements and we will be in touch to provide you with an update on the status of your application.