Job Description (Overview of Role)
Individual would be responsible managing incidents & escalate to appropriate support/application team within GHRT/GMCAT organization.
Ability to work and rotate in different shifts inclusive of night and weekends in a 24x7 environment.
Good triaging/troubleshooting abilities.
Responsible for incident management and request fulfillment on the Service Desk.
Demonstrate strong written and verbal communication skills required to present process plans and activities to individuals and groups.
Update, track, report & maintain incident status
Initiate incident resolution & prioritization
Track incident resolution process
Escalate/route incidents according to SOP
Determine incident resolution or work around solution by working with stakeholders
Triage incident resolution by working with stakeholders
Ability to work under tight timelines and interact with different stakeholders.
Handling day to day issues and event/incident management
Ability to write scripts to automate mundane daily BAU tasks will be a plus
Graduate in any engineering stream with IT experience of 12+ yrs, and a good understanding and working knowledge supporting the production environment.
Good analytical and communication Skill.
Knowledge in unix, scripting & Autosys will be a plus.
ITIL certified and knowledge on the processes
Good understanding of banking domain
Ability to work as a team in a Global environment
Good communication and interpersonal skills
Experience in a multi cultural environment & ability to adapt to changing business needs
Organized and able to multi-task in a fast-paced environment