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- 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.
- 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
- Master Degree (Finance/IT)
- Mindset
- Methodology
- 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.
- Soft skills
- Communication & active listening skills
- Stress management
- Empathy with users
- Multitasking
- Language
- English fluent
Support Engineer - Bengaluru, India - Allegis Group
Description
Position Summary :
Main responsibilities and duties of the role :
Education :
o Business focused
o Reactivity
o Investigation & diagnostic skills
o Agility
Desirable :
familiarity with Graffana, Splunk, Theia, Zabbix