Role Purpose

• Handle any technical issues escalated by other team members or customer.
• Implement workarounds for any priority production issues.
• Develop solutions for any change requests raised by the customer.

Job Accountabilities & Activities

• Ability to design software’s and applications using coding skills and/or available tools.
• Works on business and process insights and develop recommendations for enhancement that deliver business value.
• Monitoring the ticketing tool for any potential SLA violations or escalations
• Be the technical interface between the offshore team and the customer and handle any tickets which could not be resolved by offshore team
• Delivery of technical solutions for change management
• Develop close and effective working relationships with all levels of management
• Extract business KPIs that can be generated from systems, implement and setup a process of regular issuance of these KPIs and seek improvements from the business
• Transform Business Requirements of Automation / optimization into realization
• Plays a pivotal role in different business intelligence projects that deliver reports, dashboard and workflow automation from design, interfacing, execution and support with the vendor after implementation
• Manage systems interfaces and ensure these are seamless and error free
• Provide System reports for various departments on-need basis
• Accountable for uploading different data’s from different systems and automate them.

Education & Certifications

• Bachelor’s degree or equivalent in IT, Computer Science, MIS, Engineering, or related field.
• ITIL Certification.

Required Years Of Experience

4+ years of professional experience in Information Technology industry managing and implementing portals based on different technologies and experience in supporting end users and meet their needs. Providing technical solutions and workarounds for production issues.

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