Software Engineer
- Shell
- 3 - 6 Years
- Bengaluru
- 3 years ago
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Job Description
.Exposure in ITIL lifecycle
.A Single Point of Contact for EBanking and Treasury Applications
.First line application support, working in rotational shifts including night shift and weekend on-call support
.Knowledge of ServiceNow, responsible for End-user call/email logging, ticket resolution, as well as ticket updates upon user request
.Execute Sox controls and handling audit queries
.Manage Knowledgebase/Documentation effectively
.Ability to set-up, facilitate and lead service improvement/Workout sessions with internal teams (incl. Experience of process/value stream mapping)
.Ensure proper communication and quick resolution
.Strong customer service, analytical, and problem-solving skills, and stakeholder management skills
.Experience in planning, delegation, time management, active listening
.Excellent understanding/experience in continuous service improvement
Accountabilities
Request, Incident and Problem Management
.Experience in fulfilling User requests such as access management, password reset etc. within the defined SLAs by following the defined process
.Experience in Incident management - attempts to ensure resolve reported issues at first call, coordination with Support teams internally and as well externally of Treasury and eBanking support team for issue resolution
.Knowledge in Problem management - actively report problem candidates from incidents and participate in problem management
Request Management
.Fulfill User requests such as access management, password reset etc. within the defined SLAs by following the defined process
.Fulfill Adhoc reporting requests as per requested Users/Stakeholders
Control and compliance
.Ensure all the Users requests are fulfilled as per SOPs
.Ensure tickets are logged with correct classification and right data is captured
.Execute weekly/monthly/bi-annually and annual control tasks by following control execution steps
.Liaising with compliance focal for review of controls and handling audits queries
Knowledge Management
.Document the new issues and process knowledgebase in ServiceNow and share KB with team
General responsibilities
.Respond to all user calls, emails, and tickets in a timely manner as per service level Agreement, while maintaining a high level of user satisfaction
.Provide end user support in line with standard global support processes and enabling tools, for example:
Record all user calls/emails as a ticket in ticketing tool Classify, priorities, and resolve call tickets as per SLA (e.g. 70% first call resolution rate) Solve application and/or business process how to questions Alert and escalate to second line support immediately in the case of major incidents/situations as per documented in incident prioritize matrix Escalate unresolved call tickets as incidents to relevant support teams, and work together to restore normal operations as quickly as possible Document necessary details in a team central repository for either escalation or resolution
.Adhere to operational standards and procedures, especially time writing comply with SOX and Trust Domain policies and guidelines in daily work routines
.Participate in weekend on-call rotation, evening work hours
.Operate effectively without supervision, but with a clear understanding of accountabilities
.Use end-to-end ITIL processes and tools (such as Service Now) in order to manage incidents and awareness off problems, changes, assets, and service interruptions.
.To support the delivery of better value and greater efficiency through the identification and elimination of unnecessary complexity within business processes and identification of better ways of working
.Support on-going portfolio and Adhoc projects whenever required
*Requirements -
Qualifications and Skills
Mandatory -
- Shift work required on rotation schedule
- Minimum of 3 years experience in IT applications end user support and support processes
- Knowledge of IT support processes and ITIL (Request, Incidents, Problems Management)
- Good customer-facing, interpersonal and communications (oral and written) skills
- Language: Fluent in English (oral and written)
- Basics of SQL, UNIX and Scripting
- Knowledge in CI and Lean processes
Preferred
.Proven ability to deliver results in a matrix organization driving delivery excellence through influence and team working
.Experience with ticketing tools
.Ability to deal with conflict and ambiguity effectively
.Strong relationship skills to work with multiple stakeholders across organizational and business boundaries at all levels
.Understanding of business support requirements
.Experience with Information Security Controls / SOX requirements and processes
.Actual understanding of the IT business environment will be considered as advantageous
.Good learning attitude
.Knowledge in banking - Finance domain
.Knowledge in automation tools
Employement Category:
Employement Type: Full timeIndustry: Oil
Functional Area: IT
Role Category: Software Engineer
Role/Responsibilies: Software Engineer
Contact Details:
Company: ShellLocation(s): Bengaluru
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