Key Objective
- Triage new Incidents as they are received, prioritize appropriately, and ensure that critical and non-critical issues are addressed in a timely manner.
- Design and implementation of support processes using ITIL best practices.
- Communicate directly with internal stakeholders, actively seeking resolution to incidents and responding to queries.
Major
**Responsibilities**:
- Monitor Application service level compliance, help in reducing risks and defining mitigation plans and assist in resolving issues when required.
- Ensure that tickets are formally closed and, where appropriate, subsequently review, and record lessons learnt.
- Adhere to compliance policies and enforce operation procedure
- Drive for operational excellence of business-as-usual processes.
- Provide regular and accurate reports to stakeholders as appropriate
- Prepare achievable/improvement plans and track activities schedule
- Participate in the planning and coordination of Change Requests and Fixes to production, conduct regression testing
- Participate in the planning and coordination of regular product releases/enhancement
- Responsible to ensure any production release knowledge transfer coordination being done between project/dev and support.
- Identifying, assessing and managing risks to the success of business-as-usual processes.
- Participate in the planning and coordination of quarterly product releases for our customer base.
- Participate in the planning and coordination of Change Requests and Fixes to production, conduct regression testing
- Liaise with the various local and international support groups for Incident and Request Tasks escalation
- Act as incident manager and communicate outages to respective stake holders and management
- Closely working with regional/global incident manager service management manager for Reporting all P1 and P2 incidents
- Develop/enhance appropriate processes and procedures.
- Analyze the reoccurring Incidents and Requests and proposed the permanent solution/best practices
- Maintain the ServiceNow ticketing system, Service Catalogue guidelines and procedure documentation.
- Adopting agile practice as part of support process aligned with regional/global
- Ensuring security and audit compliance for all the support deliverables
Qualification
- Bachelor degree in Computer Science, Information Technology, Computer / Software Engineering or relevant courses.
- Understand and practice SDLC and/or Agile software development.
Managerial & Soft Skills
- Fluent in service management ITIL best practices in day-to-day routine, incident management, problem management, change management, etc.
- Excellent communication and interpersonal skills, and able to work well with cross-organizational teams.
- Excellent in analytical thinking, problem solving and negotiation skill.
- Excellent in customer service (customer focused) with a consultative style of communication when addressing issues and solutions.
- High capability to handle business / customer complaints and queries effectively.
- Highly motivated, results-driven, and able to multi-task.
- Experience in engaging with internal and external stakeholders on defining business requirements.
- Flexible and committed. As when required during critical incident or event to work beyond office hours/ different time zone.
- Well-versed with any ticketing system and monitoring system.
Technical Skill
- Good technical background on Java,.Net and any other software / programming languages.
- Good knowledge and skill in database such as MSSQL, MySQL, Oracle, etc.
- Good knowledge in API, webservices and other integrations technologies.
- Advanced and depth knowledge in SQL Query / PLSQL
- Understand either practice or adopting Agile methodology and understand of Scrum methodology.
- Some understand and adopting cloud computing (Azure) / solutioning.
Desired
- Insurance Knowledge.
- Data Interpretation
- Willingness to go the extra mile and think out of the box
- Having Microsoft Azure certification is a big plus