Customer Services Senior Engineer-service Support

Company Description is a global financial technology company that s helping banks and the financial services industry to reimagine how to operate in an increasingly digital world SBS is a trusted partner of more than 1 500 financial institutions and large-scale lenders in 80 countries worldwide including Santander Societe Generale KCB Bank Kensington Mortgages Mercedes-Benz and Toyota FS Its cloud platform offers clients a composable architecture to digitize operations ranging from banking lending compliance to payments and consumer and asset finance With 3 400 employees in 50 offices SBS is recognized as a Top 10 European Fintech company by IDC and as a leader in Omdia s Universe Digital Banking Platforms Minimum Qualifications 2-4 years of experience as a Service Desk Analyst ITIL V3 V4 certification Flexible to work in 24x7 environment Excellent communication skills written verbal Hands-on experience with ITSM tools Strong attention to detail Excellent Microsoft Office Outlook Word and Excel and Power BI skills Data manipulation and analytical skills Ability to work without daily management supervision Team player with a positive can-do attitude Strong organizational skills and ability to prioritize Willingness to work in a flexible work pattern and shifts Self-motivated with a commitment to achieving results What you will do Incident Management Receive and log incident reports from internal and external customers Analyze and resolve technical issues promptly and efficiently Escalation Management Escalate incidents as necessary ensuring timely resolution Support Incident Management team for managing driving Out of hours incidents Customer Support Provide excellent customer service establishing rapport with users and stakeholders Keep customers informed of incident progress and resolution timelines Demonstrate effective communication skills both written and verbal Technical Expertise Utilize hands-on experience with ITSM tools for incident tracking and resolution Manipulate and analyze data to identify trends and patterns Collaborate with technical teams to troubleshoot and resolve complex issues Documentation Prepare clear and concise documentation for incident reports and resolutions Create user-friendly guides and knowledge base articles Communication and Collaboration Communicate technical concepts in user-friendly language Collaborate with cross-functional teams to address and resolve technical issues Participate in team meetings and contribute to continuous improvement initiatives Process Management Follow established processes and procedures for incident resolution Identify opportunities for process improvement and suggest enhancements Customer Relationship Management Build and maintain strong customer relationships Proactively identify and address customer needs and concerns Organizational Skills Prioritize and manage multiple requests in a fast-paced environment Pay strong attention to detail in all aspects of work Flexibility and Shift Work Willingness to work in a flexible schedule including shifts Ability to adapt to changing work patterns and demands Self-Motivation Work independently with minimal supervision Demonstrate a proactive and results-oriented approach Total Experience Expected 02-04 years Qualifications 2-4 years of experience as a Service Desk Analyst ITIL V3 V4 certification Flexible to work in 24x7 environment Excellent communication skills written verbal Hands-on experience with ITSM tools Strong attention to detail Excellent Microsoft Office Outlook Word and Excel and Power BI skills Data manipulation and analytical skills Ability to work without daily management supervision Team player with a positive can-do attitude Strong organizational skills and ability to prioritize Willingness to work in a flexible work pattern and shifts Self-motivated with a commitment to achieving results Additional Information At our organization we are committed to fighting against all forms of discrimination We foster a work environment that is inclusive and respectful of all differences All of our positions are open to people with disabilities