About the job:
Request, Incident & Problem Management
- Analyse, troubleshoot and resolve incidents and support queries raised by business users.
- First point of contact (L1 and L2) for any incidents, Request and support queries.
- Ensure tickets are updated with correct details.
- For tickets which needs to be escalated to vendors, follow up with vendor for end-to-end ticket closure. Ensure prompt communications with users for incidents and queries updates.
- Perform routine review of the RPA/Interfaces and ensure RPA/Interfaces are running successfully.
- Complete root cause analysis, Update Process Design Documentations and RCA Report.
Operations
- SLA management and Reporting.
- Perform routine review of the RPA/Interfaces and ensure RPA/Interfaces are running successfully.
- Support maintenance activities (such as arranging for downtime, resumption and updates stakeholders on thestatus).
- Perform configuration changes.
- Support Testing activities (perform IT testing, prepare test scripts, coordinate with stakeholders and track the progress).
- Perform routine health check of the applications.
- VA Issue List tracking and remediation efforts.
- Update Documentations and Knowledge Portal.
- Update Specifications and SOPs as needed.
(Training will be provide!)
