Company Description
SBS is a global financial technology company that's helping banks and the financial services industry to reimagine how to operate in an increasingly digital world. SBS is a trusted partner of more than 1,500 financial institutions and large-scale lenders in 80 countries worldwide, including Santander, Societé Generale, KCB Bank, Kensington Mortgages, Mercedes-Benz, and Toyota FS. Its cloud platform offers clients a composable architecture to digitize operations, ranging from banking, lending, compliance, to payments, and consumer and asset finance. With 3,400 employees in 50 offices, SBS is recognized as a Top 10 European Fintech company by IDC and as a leader in Omdia's Universe: Digital Banking Platforms.
Job Description
Incident Management:
- Receive and log incident reports from internal and external customers.
- Analyze and resolve technical issues promptly and efficiently.
- Escalate incidents as necessary, ensuring timely resolution.
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: 04-06 years
Qualifications
- 3-6 years of experience as a Service Desk Analyst
- ITIL V3/V4 certification
- 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
Additional Information
Secondary Location:Noida Campus
At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.
All of our positions are open to people with disabilities.
