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Sopra Banking Software - Senior Engineer - Service Support

Sopra Banking Software - Senior Engineer - Service Support

SBSNoida
3 days ago
Job description

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

    • (ref : hirist.tech)

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