- Company Name
- Compugen Inc
- Job Title
- Analyste Centre de Services Niveau 3 - Contract
- Job Description
-
**Job Title:**
Tier 3 Service Center Analyst – Contract
**Role Summary:**
Provide advanced technical support for complex incidents and requests, acting as the last line of support before escalation to engineering or architecture teams. Manage incident resolution, root cause analysis, and preventive measures while maintaining documentation, change management participation, and knowledge transfer.
**Expectations:**
- Resolve high‑impact incidents and recurring problems at L3 level.
- Conduct thorough root‑cause analyses and implement corrective actions.
- Mentor and train L1/L2 analysts.
- Participate in on‑call rotations as needed.
**Key Responsibilities:**
- Deliver L3 support for major incidents, complex problems, and intensive requests.
- Diagnose and resolve infrastructure, system, application, or network issues.
- Perform root‑cause analyses and recommend preventive measures.
- Manage escalations from L1/L2, ensuring clear knowledge transfer.
- Collaborate with engineering, cybersecurity, networking, development, and governance teams on multi‑domain issues.
- Document solutions, technical procedures, configurations, and best practices.
- Contribute to change management: risk assessment, change request preparation, execution, and validation.
- Participate in design, testing, and deployment of new technology solutions.
- Monitor incident trends and propose infrastructure or process improvements.
- Ensure compliance with security standards, internal policies, and regulatory requirements.
- Mentor junior analysts and conduct technical training sessions.
- Engage in scheduled on‑call coverage for 24/7 support.
**Required Skills:**
- Strong understanding of operating systems, networks, databases, applications, and virtualization.
- Proficiency with ITSM tools (ServiceNow, Jira, Remedy, or equivalent).
- Knowledge of ITIL practices (Incident, Problem, Change Management).
- Leadership and ability to coordinate cross‑functional teams.
- Excellent analytical, investigative, and problem‑solving skills.
- Superior written and verbal communication; pedagogical approach.
- Proactive in continuous improvement, preventive problem management, and priority handling under pressure.
**Required Education & Certifications:**
- Bachelor’s degree in Computer Science, Information Technology, or related discipline.
- ITIL Foundation or equivalent experience preferred.