Acon-Service management operations

Associate Consultant, for Solutions & Platform (Product Support Group – PSG)

KPMG Global Services, Advisory Technology.

We are looking for a Product Support Specialist to join our Advisory Technology Organization's Operation team and provide enterprise-level assistance to our customers (Internal/External). They should be capable of diagnosing and troubleshooting software and hardware problems and help our customers deploy applications and programs.

Product Support Group responsibilities include resolving application issues, researching, and identifying root cause on system failures, configuring, and using remote desktop connections to provide immediate support. Application-level vulnerability checks, Digital security of applications, Penetration tests on DB/servers/applications and creating knowledge base on vulnerability testing etc.

To be qualified for this role, candidate should hold a degree in a relevant field, like Computer Science, IT or Software Engineering. Microsoft, Cisco, Linux or similar certification is a plus. If you're naturally a helper, enjoy assisting people with computer issues and can explain technical details in simple, we'd like to meet the person.

Responsibilities:

• Liaison with an onshore and offshore team in the Information Technology Service Management (ITSM) delivery of KPMG Managed Services and Software as a Service (SaaS) technology products through a series of actions, either via phone, email, IM, web interfaces; through to resolution of a technical issue for our Clients and maintain excellent rapport with Clients and our Vendors.
• Diagnose and troubleshoot application's issues like Login/Logout issues, Data Staging issues, Archiving errors, Document Publishing issues, processing errors, Import/export issues, slowness/timeout and unresponsiveness issues and Interconnectivity issues between different platforms.
• Research and identify root cause on issues like application crashes, application errors, build failures and services not running.
• Application-level vulnerability checks, Digital security of applications, Penetration tests on DB/servers/applications and creating knowledge base on vulnerability testing etc.
• Track computer system issues through to resolution like worker's resource allocation and load monitoring on servers, errored out documents, missing conversations, stuck jobs, and real time monitoring of enterprise servers for their health, within agreed time limits and SLA's.
• Knowledge and working experience in Linux operating system is a must.
• Coordinate infrastructure, software deployment and Installation of application – addon's like Relativity Scripts, Structured Analytics so on and so forth.
• Manage Vendor relationships and provide escalation-level support and incident management for multiple products/applications.
• Define process and procedure, document technical knowledge in the form of manuals/run book, and training materials, help enable our Onshore/Offshore Partners/Directors/Managers in the delivery of services in a follow the Sun environment.
• Prepare accurate and timely reports like user last login reports, blackout usage report and deliver as per preset timelines.
• Prioritize and manage several open issues at one time and ensure all issues are properly logged and reported.
• Properly escalate unresolved issues to appropriate internal/external teams
• Drive process improvement and cost savings through efficient IT operations, continuous operational improvement, task automation, and strategic initiatives.
• Interface and vendor manage external and internal KPMG groups and subcontractors; including but not limited to: Service / Help Desk, Cloud Operations, and Application Development across incident, problem, and change.
• Define, manage, and report Key Performance Indicators (KPI) and Service Level Agreements (SLAs) to monitor process health and client facing service metrics.

Perform other operational project work, as assigned.

Qualifications:

• A minimum of Three years of IT Service Management, IT Operations, Software Development, and/or project management in client facing information systems/technology, and/or Cloud services utilizing Azure.
• An influential communicator that can translate business needs into technology solutions, and techno-jargon into plain English.
• Proactively drives change, flexible, with meticulous attention to detail.
• Willingness to work in the night shift with an assurance to be rotated in shifts.
• Bachelor's/Master's (preferably in computer science or information technology) and/or B.E. / B. Tech (from an accredited college/university or equivalent work experience).

Application Support Engineer role.