Associate Support Analyst

Key responsibilities

• Technically support the field, by providing 24/7 support through one or more InTouch helpdesks, in the role of a Helpdesk Engineer and/or a Helpdesk Manager.
• Maintain the Knowledge Base and manage validation with AI.
• Monitor the performance of the helpdesk measured against target objectives, suggest and implement measures to improve the level of service.
• Promote knowledge sharing by encouraging submissions from users and the use of information in the InTouch & ESM knowledge database. Submissions can take many forms, including documentation, solutions, Technical Alerts, best practices, case histories, and lessons learned. Use AI to create Knowledge Documentation.
• Provide FDP Training as needed to Super Users and Business.
• ITEs are expected to actively communicate with experts to build rapport.
• Manage feedback from users and address all issues to the satisfaction of the submitter.
• Issue Technical Alerts for all events deemed critical, in accordance with the product line guidelines and with the approval of the InTouch Manager or Operations Integrity Manager.
• Closing the loop with Engineering, Sustaining, Training, Deployment on issues identified by the field and the InTouch team.
• Taking part in the review process of FDP features for the field, including documentation and training materials
• Provide FDP Training to Low Seniority employees and Super users.
• Manage RCA of all Production bugs with implementation of Problem Record Management, Use of AI to analyse Monthly Incidents and come up with RCAs.
• Executing Process Improvement and AI Automation project to create Value and Prevent Loss.
• Maximize Use of Agentic AI to resolve Incidents.
• Foster professional relationships with internal and external peers and stakeholders

Business

• Collaborate with the business segments and internal stakeholders to capture PSD business process requirements
• Assist internal stakeholders with PSD / FDP related issues

Qualifications and Requirements

• Ability to work in global distributed setting without supervision
• Self-driven, Proactive, Systems Thinking, Collaborative, Team Player
• Must be able to Take extra Initiatives and Drive to Create Value, Prevent Loss
• A good understanding of business processes & AI workflow
• Strong ability to troubleshoot and problem solve
• Should be able to work in weekends, night shifts as required by Operations
• Should be able to use AI workflow in day-to-day operations and Tasks.
• AI Certifications would be added advantage.

Essential qualifications

• Preferable Petroleum Engineer or any other Tech Stream / MBA from Reputed Institution with High Academic Excellence
• Fluent in English. Excellent communication, verbal and written skills, AI Literacy

Key Outputs & Accountabilities

• Complete deliverables within SLAs, respond to customer’s inquiries, display sound judgment in the handling of production incidents and ensure effective communication maintained with internal and external contacts.

SLB is an equal employment opportunity employer. Qualified applicants are considered without regard to race, color, religion, sex, national origin, age, disability, or other characteristics protected by law.