Job Description:

Job Title- Sales Key Backend Service Operation L2

Location- Pune Magarpatta

Role Description:

TDI PB GY Services Operations provides 2nd Level Application Support for critical business applications used in branches. The department is responsible for the stability of the applications. Incident Management and Problem Management are the main processes that account for the required stability. In-depth application knowledge and understanding of the business processes that the applications support are our main assets.
The primary application to support is: SKB application, Sales event, and Sales Data to downstream consumers

The Technology Service Analyst role supports the respective functional teams and provides expertise and assistance to ensure effective services are provided by Service Management. The main tasks of the Technology Service Analyst is monitoring and tracking activities, analysis of complex issues, supporting the resolution of issues and conflicts and preparing reports and meetings. The Technology Service Analyst has knowledge of and experience in all relevant tools used in the Service Management environment.

What we'll offer you

As part of our flexible scheme, here are just some of the benefits that you'll enjoy
• Best in class leave policy
• Gender neutral parental leaves
• 100% reimbursement under childcare assistance benefit (gender neutral)
• Sponsorship for Industry relevant certifications and education
• Employee Assistance Program for you and your family members
• Comprehensive Hospitalization Insurance for you and your dependents
• Accident and Term life Insurance
• Complementary Health screening for 35 yrs. and above

Your key responsibilities
• Develop a good understanding of the activities required to execute Service Management functions.
• Follow all guidelines and controls for the relevant processes to ensure compliance and quality.
• Undertake specific functions within the relevant Service Management process as identified for the specific Service Management area.
• Participate in regular meetings with stakeholders, prepare and document meetings, track progress.
• Collect, interpret, and respond to changes in production data, as appropriate.
• Track the implementation of resolution tasks.
• Provide regular and reliable reporting of relevant data to meet management requirements.
• Understand thoroughly the end-to-end application support process and escalation procedures, become fully conversant with all support tools that will be used to provide effective support in the relevant area (i.e., service operations).
• Maintain an end-to-end view of the application and infrastructure landscape.
• Provide feedback and communicates results to stakeholders.
• Provide input and contribute to Service Management related audits.
• Engage with other Service Management groups to understand business requirements
• Perform review of specifications.
• Collect, analyze and produce metrics on process data for KPIs to find out improvements.
• Identify risks and issues related to the area.
• Provide governance to ensure appropriate planning and reporting.
• The Technology Service Management Analyst acts as a hands-on technician executing several tasks in relation to the required services within the Service Management environment.

Your skills and experience

Sales Key Backend Service Operation L2: The Service Management Analyst with focus on Service Operations will be responsible for undertaking Service Operation support activities including service request fulfilment, incident, and problem resolution where these have been assigned.

Area specific tasks / responsibilities:
• Handling Incident- /Problem Management und Service Request Fulfilment
• Analyze Incidents, which are addressed from 1st Level Support / Automated Alerting
• Analyze occurred errors out of the batch processing and interfaces of related systems
• Resolution or Workaround determination and implementation
• Supporting the resolution of high impact incidents on our services, including attendance at incident bridge calls
• Escalate incident tickets and working with members of the team and Developers
• Handling Service Request eg. Reports for Business and Projects
• Providing resolution for open problems, or ensuring that the appropriate parties have been tasked with doing so
• Supporting the handover from new Projects / Applications into Production Services with Service Transition before Go Life Phase

Skill profile
• Good knowledge of ETL Technology: Eg. Informatica Powercenter
• Good knowledge of Oracle / Database Concepts
• Good knowledge of Frontend UI – Angular & NodeJS
• Good knowledge of EIDP – Open ID Connect
• UC4 Job Scheduling
• ETL Data Flows
• Extensive analytical and process related thinking combined with creativity, independence and assertiveness, to design procedures.
• organizational Skills (Project experience, independent working)
• communication Skills (good verbal and written communication)
• ITIL Know How

Education/Certification

• Bachelor's degree from an accredited college or university with a concentration in IT or Computer Science related discipline (equivalent diploma or technical faculty)

• ITIL V3 foundation certification (preferred)

Key Business Competencies

Proficiency Level (1 to 5)

Communication

P3 - Experienced

Financial Management

P2 – Basic

Innovation

P2 – Basic

Managing Complexity

P2 – Experienced

Product Knowledge (internal & external)

P2 – Experienced

Risk Management

P2 – Basic

Key Technical Competencies

Proficiency Level (1 to 5)

Business Continuity / Disaster Recovery

P2 – Basic

Operational Management

P3 – Experienced

How we'll support you
• Training and development to help you excel in your career
• Coaching and support from experts in your team
• A culture of continuous learning to aid progression
• A range of flexible benefits that you can tailor to suit your needs

About us and our teams

Please visit our company website for further information:

Our values define the working environment we strive to create – diverse, supportive and welcoming of different views. We embrace a culture reflecting a variety of perspectives, insights and backgrounds to drive innovation. We build talented and diverse teams to drive business results and encourage our people to develop to their full potential. Talk to us about flexible work arrangements and other initiatives we offer.

We promote good working relationships and encourage high standards of conduct and work performance. We welcome applications from talented people from all cultures, countries, races, genders, ****** orientations, disabilities, beliefs and generations and are committed to providing a working environment free from harassment, discrimination and retaliation.

Click to find out more about our diversity and inclusion policy and initiatives