Specialist-Service Management

Role: Specialist Service Managment 

Shift : Rotational 

Location : Trivandrum(Hybrid)

Exp : 5+yrs

Job Description:

Responsibilities

• Monitor Data Pipeline status and health
• Monitor IM Queue for incidents assigned.
• Monitor for any technical errors while requests passing through MYCOS UI to UCV API
• Review the errors and perform initial triage as required
• Acknowledge user queries related to incidents
• Provide user training/ guidelines for any issue reported due to user knowledge.
• Monitoring the Archive and backup files activities in the Landing Zone/ Delivery zone
• Review Glanos Errors Report for any issues or errors
• Initial Triage and resolve errors found in the Glanos Errors Report
• Validate and verify hierarchy requests for accuracy
• Review Hierarchies Errors Report for any issues or errors in hierarchy structures
• Initial Triage and resolve errors found in the Hierarchies Errors Report
• Gather necessary information and perform initial troubleshooting to determine the root cause
• Open tickets for the assigned users regarding the issues and follow up with the involved parties until issues are solved
• Collaborate with Level 2 support to provide guidance or escalate incidents if needed
• Verify and validate the resolution of incidents before closing them
• Maintain regular communication and updates with stakeholders regarding incident investigations and resolutionsPerform data quality assessments and ad-hoc analysis, initiate and monitor corrective measures;
• Actively facilitate the communication process between business functions & Group divisions during alignment phases and later changes and updates;
• Strongly collaborate across global functions.
• Complete all project assignments taking accountability for project timelines and deliverables at each checkpoint of transition phase, troubleshooting and problem resolution, conflict management, effective co-ordination and communication management, client and stakeholder management and all other relevant aspects of the assignments;
•  
• (Customer Management -To ensure timely customer communications & co-ordination via standard templates and process )
• Continuous process improvement by applying OPEX / Six Sigma / Lean methodology / tools to implement solutions in a projectized environment.
• SLA Adherence (for both resolution & response)
• To manage knowledge Base Articles /SOPs for the Incidents in L1 Scope.

• Requirements

• Global Thinker, Analytical thinking and Problem solving;
• Analytical and