Specialist Software Engineer - Support

Specialist Software Engineer - Support

Societe Generale Global Solution Centre Private Limited
Not Specified
Not Specified

Job Description


Responsibilities
Job purpose
The Production analyst should posses strong analytical skills and good ability to summarize and convey the key messages.
Autonomous and rigorous in managing usual incident and requests and performing daily monitoring and reporting in accordance with SLA and procedures.
With good skills in SQL, UNIX and basic understanding of GBIS products and business processes.
Key responsibilities and accountability
1. Quality service and support :
- Ensure a high availability to support and advice our users.
- Management of production issues and requests.
- Acknowledgment of the incoming cases, ensure the right qualification, prioritization and resolution reactivity.
- Ensure support coverage for users in accordance with service coverage agreed on the perimeter.
- Analyze and identify the recurrent root causes and patterns and propose permanents fixes, enhancements or training plans for users.
- Ensure an accurate and complete tracking of the activity.
- Use and promote ITEC and PRD tools, processes and standards (Self service, EZ Post Mortem, etc...).
- Perform daily checks and apply recovery and troubleshooting procedures strictly.
- Ensure an accurate and clear communication to users and partners.
2. Coordination and communication :
- Escalate issues and other topics to the right team when needed.
- Maintain a good collaboration with worldwide PRD teams and partners (DEV, GTS).
- Update and Share production information with the other team members (especially during follow-up meeting like white board, PRD/DEV/GTS…).
- Ensure a good follow-up and understanding of the new features and functionalities.
3. Agile@Scale :
- Should have open mind for the transformation.
- All shortcomings of transformation which comes to the notice should bring to the notice of Production Leader/chapter manager.
- Attend ceremonies of feature team where you are part of.
- work with the production Leader on production backlog in order to identify the issues which are blocker for Production team integration in to feature team.
- work with production leader on production backlog to minimize the support effort to create more bandwidth for support team to integrate in to feature team.
4. Compliance
Trainings, Assesments, Audit, CMRM, Pyramid, All Risk topics Completed well before time.'

Job Details

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IT

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.

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