R&D Customer Services Senior Engineer-Service Support

SBS

  • Noida, Uttar Pradesh
  • Permanent
  • Full-time
  • 7 days ago
  • Apply easily
Company Descriptionis 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 DescriptionWhat 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.
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 365(Excel, Power Point, etc)
  • Power Automate and Power BI skills
  • Event and Alerts Management
  • Data manipulation and analytical skills
Preferred Qualification
  • 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 InformationFlexible to work in a 24x7 environmentDedicated UK Business hours shiftSecondary Location: Noida CampusAt 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.

SBS