Specialist - Service Management

• 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 (eg 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