Job Description
Incident and Service Request Management
Willing to work in 24x7 support team
Own the knowledge management process. Writing and reviewing the knowledge base documents and effective use of the same within the team/project
Demonstrates the highest standards of accountability by effective communication, reporting, and handling/escalating of all technical and functional issues as and when they occur in a timely manner
Maintain effective project/stakeholder communication
Anticipate and identify delivery delays or errors and make sure the customers/stakeholders are advised of progress and actions being taken
Ensure all Service Level Agreements are honored to required quality and support standards
Identify areas for improvement and automation in the process
Willingness to work in a flexible schedule, for extended periods of time in a 24*7 environment including rotational shifts, Weekends and Public Holidays
Available on phone/email for the team for any off-business hours support
Share daily/weekly reports with stakeholders and management
Maintain and update stakeholder contact information for off-hours support team, in event of an application/job failure situation.
Advanced SQL
MDM
ETL
Incident Management
