Support Engineer - Bengaluru, India - Allegis Group

    Allegis Group
    Allegis Group Bengaluru, India

    Found in: Talent IN 2A C2 - 1 week ago

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    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 the 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 Analysis
    Job Qualification (education, years of experience and other soft skills)


    Education :

    • Master Degree (Finance/IT)
    • Mindset
    o Solution oriented

    o Business focused

    o Reactivity

    • Methodology
    o ITIL

    o Investigation & diagnostic skills

    o Agility

    • Functional & Technical skills
    • Mandatory skill : Summit TCI (Bonds and Securities)
    • IT process knowledge
    • Technical skills (Ctrl M, SQL scheduling knowledge needed). Python, XML, Script shell, Jira, etc.

    Desirable :
    familiarity with Graffana, Splunk, Theia, Zabbix

    • Soft skills
    • Communication & active listening skills
    • Stress management
    • Empathy with users
    • Multitasking
    • Language
    • English fluent
    )