Associate - Digital Platform Support

**Job no**: 565534

**Work type**: Full time

**Location**: Pune, India, India

**Categories**: Information Technology

**Office Location**: Pune

**About TMF Group**

TMF Group helps its clients operate internationally and ‘belong’ wherever they are in the world. Our work includes helping companies of all sizes with business services such as HR and payroll, accounting and tax, corporate secretarial, global governance and administration and fiduciary services for structured finance, private equity and real estate investments.

**TMF India is a Great Place to Work, ISO & ISAE certified organization.**

**Job Purpose**

The role, Associate - Digital Platform Support, is part of the Digital Platform Support team.

The Associate - Digital Platform Support is responsible for Level 1 support and execute operational activities to enable the clients to perform its task. The Digital Client Platform Support team is a client facing role and responsible to coordinating function between the end users and the internal IT teams. The Digital Client Platform Support team also supports go-live deliveries/ onboarding of clients on to the different platforms, as well as provide support during release weekends and hotfixes on production.

**Key Responsibilities**:

- Demonstrating an exceptional customer service orientation, receive and log all support request from TMF Clients and Internal/External Stakeholders to comply with current SLA (service level agreement)
- The Digital Client Platform Support Analyst provides functional, technical and Domain specific (e.g. HRP) Processing support for users of TMF Digital Applications.
- This includes providing functional support as well as quick resolutions to app issues, driving stability, efficiency and effectiveness improvements to help us and the business succeed
- Start of day checks, continuous monitoring, and regional handover
- Perform client processing with SLAs.
Develop and maintain support documentation.
- Following implementation process for new entities & change request.
- Partners with appropriate development and production support areas to prioritize bug fixes and support tooling requirements
- Engages in post implementation analysis to ensure successful system design and functionality
- Ensures essential procedures are followed and helps to define operating standards and processes
- Act as a liaison between TMF Clients / TMF Local offices, interfacing internal technology groups and vendors
- Build relationships with customers as required. Develop and maintain efficient and effective operations leading to ongoing enhanced customer experiences.
- Create periodic Application Support management reports
Create monthly client reports on platform availability, and the responsiveness and resolution of the different priority level service incidents
- Manage user creation and accounts on the different platforms and contribute to Quarterly ISAE reviews on user management
Ensure 1st Line support for the multiple platforms and technologies, including maintenance, support, change management, problem and incident management, and support during releases
- Where applicable work closely with the SME teams (Development, Infra, DBA, etc., focusing on stability, quality and functionality against service level expectations
- Ensure ticketed query system(s) and comprehensive database of queries and resolutions is kept up to date. Maintaining and updating technical documents and procedures accordingly
Identifying opportunities for automation and minimizing manual errors and security incidents
- Proactive in maintaining and increasing technical knowledge
Assess risk and impact of production issues and escalate to business and technology management in a timely manner
Ensure any persistent issues are identified and corrective plans are developed and actioned in a timely manner.
- Track, monitor and report on the ongoing support and maintenance status for TMF’s next generation Digital Client Platform and other platforms.

The role will report to a Global Application Support Manager.

**What's in it for you?**

**Pathways for career development**
- Work with colleagues and clients around the world on interesting and challenging work.
- We provide internal career opportunities, so you can take your career further within TMF.
- Continuous development is supported through global learning opportunities from the TMF Business Academy.

**Making an impact**
- You’ll be helping us to make the world a simpler place to do business for our clients.
- Through our corporate social responsibility program, you’ll also be making a difference in the communities where we work.

**A supportive environment**
- Strong feedback culture to help build an engaging workplace.
- Our inclusive work environment allows you to work from our offices around the world, as well as from home, helping you find the right work-life balance to perform at your best.

**Other Benefits**
- Marriage Gift policy
- Paternity & Adoptio