📢 Job Opening: Junior Support Analyst
📢 Job Opening: Junior Support Analyst
Position Purpose
This role will require the individual to perform a critical function by being fully accountable and responsible for the IT Major Incident Management function across all CIB2S applications. The position will primarily be single point of contact for business in the event of a Major Incident, as well as a reference point regarding IT Major Incident Management, while interfacing with two other geographical regional centers to provide a true follow the sun coverage for all IT incidents.This role requires excellent communication skills and ability to build relationships with the various teams across IT and will be required to have a clear and strong understanding of the ITIL incident management process and have hands on experience with major incident and/or crisis management processes. There will be requirements to demonstrate pro-activeness and ensure ownership and accountability of IT incidents within the organization. A good understanding and awareness of interfacing ITIL processes is highly desired. The individual will be interfacing with senior members of the organization and will therefore be required to deliver precise and concise messages in a timely fashion. The individual needs to be approachable and responsible for handling all reported issues, managing the issues through to resolution as swiftly as possible. Forging good working relationships with the existing geographical service delivery teams will be of high importance for success in this role. Ability to stay calm under pressure is essential for this role.
Responsibilities
Direct ResponsibilitiesEnsure incidents are managed efficiently, economically and effectively by following procedures and processes currently in placeAct as an escalation point of contact for major incidents which are not resolved within the agreed service levelsManaging crisis situations through to resolution with clear verbal and written communications Perform an unbiased role across all teams, managing communications between teams and making impartial decisionsCo-ordinate various post incident resolution activities including incident reviews and production of business incident reports. Develop good working relationships with various local and global teamsLiaison with all user communities to meet support and service requirementsConduct service improvement meetings with various geographical user base locations Adhere to and respect appropriate departmental procedures processes and practicesContribute to daily, monthly, Quarterly reporting requirements including key performance & risk Indicators.
Contributing ResponsibilitiesShare knowledge and experience with other team members and the wider IT department as appropriate.
Hold process awareness sessions to increase the teams visibility and position within the organization Contribute and uphold improvements to Major Incident Management process and procedures.
Technical & Behavioral CompetenciesSolid and demonstrable experience within a major incident management discipline, preferably within the financial industry Clear aptitude for service delivery excellence and producing quality results
Customer focused approach to workAbility to adapt and remain calm under pressure Strong decision-making ability
Good communication skills, written and verbalSelf-driven and proactive, sharing best practices and improvement suggestionsFocused on innovation and continuous improvementA quick learner
A team playerSpecific Qualifications (if required)ITIL Foundation is preferredKnowledge of a wide range of ITIL based processes
Experience preferably in Banking or Financial sector will be an added advantageSkills Referential
Behavioural Skills: (Please select up to 4 skills)
Communication skills - oral & writtenDecision MakingAbility to collaborate / TeamworkCritical thinking
Transversal Skills: (Please select up to 5 skills)Ability to understand, explain and support change
Ability to develop and leverage networksAbility to develop and adapt a process Education Level: Bachelor Degree or equivalent
Experience LevelBeginner
📝 Job Details
- Company:
- Role: Technical Support - Non Voice
- Industry: Banking
- Department: Customer Success Service & Operations
- Type: Full Time, Permanent
- Salary: Not specified
- Eligibility: Any Graduate Any Postgraduate
- Experience: 0 – 1 Years
- Skills: incident management, service delivery, ITIL, communication, crisis management
📍 Location
🔔 Stay tuned to our blog for daily job updates – freshers, remote work, and internships!
0 Response to "📢 Job Opening: Junior Support Analyst"
Post a Comment