Service Delivery Executive
2 months ago
Salary : : Service Delivery Executive (L1)
Industry : Card Insurance and Payment Processing
Experience : 2-3 Years
Location : Trivandrum
Expected Joining Date : Immediate
Job Overview :
Build deep knowledge of system and ensure that products are configured in accordance with customer requirements and to provide support and clarifications to the customer.
Key Responsibilities :
- Need to have a clear understanding & working experience with banking systems, interfaces, processes, certifications, TP integration cycles and partners (operations, and various business units).
- Conducts detailed analysis of queries raised, performing gap analysis between current and desired processes and systems, root cause analysis, and ensuring the appropriate divisions vendors / partners are involved.
- Responsible for manning the production support mailbox & internal tracking tools as the main communication as Level 1 and 2 support (Experience with ticketing tools like Jira / DevOps will be an added advantage).
- Make sure of system availability as per SLA across clients / applications / interfaces.
- Proactively participate in User Acceptance Testing (UAT). Prepare testing scenarios and scripts, identify and document functional test cases, write and execute test scripts for all upgrades or conversions wherever required.
- Perform scheduled health check tasks / routine checklists, execute start-of-day, end-of-day and intraday proactive checks across applications and raise alerts in case required.
- Able to work in 24X7 shift based environment, and support implementations & scheduled releases.
- Must proficient in English, strong written, oral communication skills and able to manage internal and external stake holders and also direct customer.
- Experience with any scheme / network certification process with previous firms will be an added advantage.
- Support Disaster Recovery Test and Business Continuity activities.
Qualifications and Experience :
Education : : 2-3 years' experience in Banking /financial sector/any relevant domains is a must.
Key Skills :
- Good written and verbal Communication skills
- Experienced in UAT / Production batch / deployment.
- Effective time management skills to prioritize tasks and meet service level agreements (SLAs).
- Excellent customer service skills with a focus on providing timely and effective support.
- Analytical thinking and problem-solving abilities to diagnose and resolve technical issues.
- Accuracy in following procedures and protocols for service delivery.
- Proficiency in relevant software, hardware, and networking tools.
- Ability to troubleshoot complex problems and implement effective solutions.
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