Specialist Support Engineer (LoanIQ)

Permanent contract|Bangalore|Information Technology

Specialist Support Engineer (LoanIQ)

Bangalore, India Permanent contract Information Technology

Responsibilities

•Performing daily monitoring, reporting and being part of shift roaster in accordance with SLA/OLA and procedures
•Perform and define monitoring tasks as per production need.
•Perform detailed investigation and escalate to relevant team with analysis.
•Ensure timely and accurate status reporting as per procedures and production needs.
•Good understanding of SLA/OLA to identify task priorities. Incident, Request, Problem management as per defined guidelines
•Own the data quality of all assigned tickets.
•Track all efforts accurately against all impulse entries.
•Ensure right data quality of Symptom/ Root Cause/ Severity/ Priority of all tickets.
•Regular update of status and comments on tickets.
•Focus on Problem and Major incident management. Ensure no overdue tasks are pending for any problem. Follow up and define Post Mortems and Remediation actions to improve production
•Follow up with the relevant teams to ensure PM is published.
•Act on all remediation actions assigned as per timelines defined.
•Contribute towards draft PM preparation and review. Maintain good collaboration with internal and external partners
•Manage all stake holders for the feature/application.
•Drive governance meetings/ interactions with stakeholders to understand the concerns and share updates.
•Contribute towards knowledge sharing sessions with our partners. Define and conduct user satisfaction survey and improvement action plan
•Track user survey parameters, participants & frequency.
•Analyze results and propose improvement actions.
•Periodical review and follow-up of actions with users. Change management and smooth transition of services
•Collaborate with partners to understand the Market/Technical/Business events
•Analyze the impacts of upcoming changes.
•Alert stakeholders about potential impacts to production
•Be part of GO/NO-GO decision and raise alerts appropriately. Ensure Knowledge base and training material are up to date (Jive, known error database etc.) and contribute towards knowledge sharing
•Make sure there is no risks involved while onboarding new activities related to knowledge gap or documentation.
•Make sure the documents have been maintained in structured manner in centralized place which is accessible for everyone. Anticipate and propose action plans for continuous improvement on production to gain efficiency, stability, etc.
•Implement improvements on processes.
•Implement automations to gain efficiency. Contribute to sustain and improve production support practices
•Adhere production practices without any anomalies being raised
•Participate in Production Leagues Trainings/Sessions
•Contribute in defining best practices Preparedness to be part of autonomous feature teams
•Adapt to the feature team model of working.
•Focus on upskilling to learn new technologies/ processes.
•Be part of agile ceremonies. ITIL process knowledge
•Knowledge on ITIL processes on Request fulfilment, Incident management, Problem Management & Change/Release Management.
•ITIL foundation certification Technical skills in any RDBMS, UNIX, Middle ware etc.
•Sound knowledge on Unix & Shell Scripting
•Exposure on Scripting automation / Batch optimization using Shells, Python etc
•Good knowledge on Middleware technologies and Scheduling tools (Tibco, FTB, Autosys, UC4 , Control-M etc)
•Good exposure on Monitoring tools & implementation
•Awareness of Java Errors & Exceptions
•Good knowledge on any RDBMS technologies & able to interpret PL/SQL scripting Knowledge on devops tools and emerging technologies (Cloud/ Api/ UX/ Big Data/Container etc)
•Basic Awareness of CD/CI concepts & Technologies
•Basic awareness of any of digital technologies Understanding of functional domain and business processes
•Basic understanding of investment banking domain.
•Build expertise on the relavent business process. Analytical skills, Influential skills & out of box thinking
•Strong analytical ability to investigate complex issues

Profile required

Overall 2+ yrs of experience

Provide IT support for Internal Partners by performing various support & coordination activities in both Production & Preproduction environments. Monitor the communication channels (mail box & phone), perform Incident Management (level 1 & level 2) by adhering the SLAs defined. Knowledge/Working Experience with Loan IQ, SQL, Autosys is desired.
 
Must have worked with a Investment Bank, Loan IQ knowledge will be a huge plus.
Candidate should have good understanding of Agile practices and the role of a Support & BA.
Good knowledge on Bilateral, Syndication & Trading Deals.
Good knowledge of Loan IQ application/database/ SQL /tables
Should be able to extract data from database using sql queries.
Should have knowledge on Incident Management.

Personal Skills:
• Proven Ability to learn and work on latest technology, have good analytical skills and pickup faster.
• Should have excellent communication, interpersonal skills and be a team player.
• Should have been engaged on support topics
• Experience working in an onsite-offshore model would be an advantage

Why join us

“We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status”.

Business insight

At Societe Generale, we are convinced that people are drivers of change, and that the world of tomorrow will be shaped by all their initiatives, from the smallest to the most ambitious.

Whether you’re joining us for a period of months, years or your entire career, together we can have a positive impact on the future. Creating, daring, innovating and taking action are part of our DNA.

If you too want to be directly involved, grow in a stimulating and caring environment, feel useful on a daily basis and develop or strengthen your expertise, you will feel right at home with us!

Still hesitating?

You should know that our employees can dedicate several days per year to solidarity actions during their working hours, including sponsoring people struggling with their orientation or professional integration, participating in the financial education of young apprentices, and sharing their skills with charities. There are many ways to get involved.

We are an equal opportunities employer and we are proud to make diversity a strength for our company. Societe Generale is committed to recognizing and promoting all talents, regardless of their beliefs, age, disability, parental status, ethnic origin, nationality, sexual or gender identity, sexual orientation, membership of a political, religious, trade union or minority organisation, or any other characteristic that could be subject to discrimination.

Reference: 20000NLJ
Entity: SG Global Solution Centre
Starting date: 2021/02/01
Publication date: 2020/11/02
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