R&D Customer Services Senior Engineer-Service Support

Job description

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

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.

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 Information

Flexible to work in a 24x7 environment

Dedicated UK Business hours shift

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.

Job Location

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