Service Delivery

4 days ago

Thiruvananthapuram Kerala, India Gemini Software Solutions Full time

Position Name: Service Delivery - Executive (L1)

Location: Trivandrum, Kerala

Years of Experience: 3 - 4 Years

Code: OP06/JR

**Position 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).
- 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.
- 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: Degree/Diploma.
- Experience: 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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