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 communication skills: Discovers insights in data, presents clearly and inspiringly, and responds to the needs of the audience with appropriate guideline
• Entrepreneurial skills and self-management skills: Understands the business impact of decisions, works in a structured, self-organized way, and takes responsibility to achieve goals
• Teamwork and Data Ethics: Collaborates with international teams of data experts, understands and evaluates ethical issues when dealing with data
• Strongly Customer and service oriented
• 4-5 years Of Experience in Monitoring & Support Roles
• Should be willing to work in Rotational shifts (24*5)
• Experience in Operations Management and Incident Management
• Must speak fluently in English, writing fluently in English; other languages are beneficial
• Experience in working in an international environment
• MS Office package knowledge
• Skills
• Basics of Data Analytics, SQL, PYTHON and ITIL process.
• Ticketing systems (e. g. Remedy), Jira, Confluence
• Nice to have familiarity with source code management tools (Git, Github Actions, Jenkins, or Azure DevOps).
• Familiarity with data processing and analysis
• Familiarity with Azure and Azure Data Factory (ADF) for data pipeline creation and management

65641 | Operations | Professional | Non-Executive | Allianz Services | Full-Time | Permanent

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Join us. Lets care for tomorrow.
Note: Diversity of minds is an integral part of Allianz company culture. One means to achieve diverse teams is a regular rotation of Allianz Executive employees across functions, Allianz entities and geographies. Therefore, the company encourages its employees to have motivation in gaining varied skills from different positions and to collect experiences from across Allianz Group.