Service Delivery Analyst (L1)

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Position Name: Service Delivery Analyst (L1)

Location:Trivandrum, Kerala

Years of Experience: 3 - 4 Years

Code: OP07/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).
  • Make sure of system availability as per SLA across clients / applications / interfaces.
  • Experience and knowledge in Ms SQL in writing basic queries and trouble shooting.
  • 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 be 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: 3-4 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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