Sopra Banking Software - Senior Engineer - Service Support

Description :

Minimum Qualifications :

- 2-4 years of experience as a Service Desk Analyst

- ITIL V3/V4 certification

- Flexible to work in 24x7 environment

- Excellent communication skills (written & verbal)

- Hands-on experience with ITSM tools

- Strong attention to detail

- Excellent Microsoft Office (Outlook, Word, and Excel) and Power BI skills

- Data manipulation and analytical skills

- Ability to work without daily management supervision

- Team player with a positive 'can-do' attitude

- Strong organizational skills and ability to prioritize

- Willingness to work in a flexible work pattern and shifts

- Self-motivated with a commitment to achieving results

What You Will Do :

Incident Management :

- Receive and log incident reports from internal and external customers.

- Analyze and resolve technical issues promptly and efficiently.

Escalation Management :

- Escalate incidents as necessary, ensuring timely resolution.

- Support Incident Management team for managing/driving Out of hours incidents.

Customer Support :

- Provide excellent customer service, establishing rapport with users and stakeholders.

- Keep customers informed of incident progress and resolution timelines.

- Demonstrate effective communication skills, both written and verbal.

Technical Expertise :

- Utilize hands-on experience with ITSM tools for incident tracking and resolution.

- Manipulate and analyze data to identify trends and patterns.

- Collaborate with technical teams to troubleshoot and resolve complex issues.

Documentation :

- Prepare clear and concise documentation for incident reports and resolutions.

- Create user-friendly guides and knowledge base articles.

Communication and Collaboration :

- Communicate technical concepts in user-friendly language.

- Collaborate with cross-functional teams to address and resolve technical issues.

- Participate in team meetings and contribute to continuous improvement initiatives.

Process Management :

- Follow established processes and procedures for incident resolution.

- Identify opportunities for process improvement and suggest enhancements.

Customer Relationship Management :

- Build and maintain strong customer relationships.

- Proactively identify and address customer needs and concerns.

Organizational Skills :

- Prioritize and manage multiple requests in a fast-paced environment.

- Pay strong attention to detail in all aspects of work.

Flexibility and Shift Work :

- Willingness to work in a flexible schedule, including shifts.

- Ability to adapt to changing work patterns and demands.

Self-Motivation :

- Work independently with minimal supervision.

- Demonstrate a proactive and results-oriented approach.

Total Experience Expected: 02-04 years

Qualifications :

- 2-4 years of experience as a Service Desk Analyst

- ITIL V3/V4 certification

- Flexible to work in 24x7 environment

- Excellent communication skills (written & verbal)

- Hands-on experience with ITSM tools

- Strong attention to detail

- Excellent Microsoft Office (Outlook, Word, and Excel) and Power BI skills

- Data manipulation and analytical skills

- Ability to work without daily management supervision

- Team player with a positive 'can-do' attitude

- Strong organizational skills and ability to prioritize

- Willingness to work in a flexible work pattern and shifts

- Self-motivated with a commitment to achieving results