Allegis Group
Location
Bangalore | India
Job description
Position Summary :- Support Engineer is responsible for supporting users of IT applications, responding to their requests and resolving incidents. - He/she plays a pivotal role between Business and all other IT roles on Run related topics. - He/she follows Run process standards and recommendations shared by Support Leader and contributes to their improvement. - Support Engineer can either be part of Support Team or part of Squad. In either case, he/she takes part in Support community meetings.Main responsibilities and duties of the role :- Resolves incidents impacting business users as soon as possible - Proactively investigates on incidents and pushes for resolution including workaround identification - Coordinates actions of various teams (developers, infrastructure, etc.) during Significant Incident Management - Ensures adequate and frequent communications toward users, senior management and other IT stakeholders - Manages User requests in a timely manner - Prioritizes user requests based on their Urgency, their Impact and the context - Escalates requests to IT Teams or to other teams, if need be, but remains the main point of contact for the user - Pushes for sustainable resolutions- In case of Incident, ensures the root cause is properly identified and remediation actions are defined and prioritized (Problem Management) - In case of recurrent Request, pushes for the creation of a Feature Development, automation or online help update - Acts as the IT Production preferred communication channel with all stakeholders - Synchronises Support engineers, infrastructure teams, business users and other users across business lines - May extend his/her activities to complementary tasks like Testing or Business AnalysisJob Qualification (education, years of experience and other soft skills) :- Education : Master Degree (Finance/IT)- Mindset - Solution oriented - Business focused - Reactivity - Methodology - ITIL - Investigation & diagnostic skills- Agility - Functional & Technical skills - IT process knowledge - Technical skills (SQL, Python, XML, Script shell, Jira, etc.) (ref:hirist.tech)
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