Application Developer

Job Description

Project Role : Application Developer Project Role Description : Design, build and configure applications to meet business process and application requirements. Must have skills : ServiceNow IT Service Management Good to have skills : NA Minimum 7.5 Year(s) Of Experience Is Required Educational Qualification : 15 years full time education As an L1 data operations shift lead , you will be responsible for monitoring, triaging tickets. Post triaging, you are responsible for creating incidents and where applicable (Simple corrections) solve them technically. You are responsible for routing the incidents / service requests to other teams (L2 / L3 as may be applicable) in the client environment. You are responsible for ensuring that the resolution is completed and inform the stakeholders of the resolution. Interim status communications are also part of the job responsibilities to be sent to the stakeholders informing about the current progress of the incident resolution. You will help the Shift lead with data for key metrics and also perform Root cause analysis and period analysis of RCA data to come up with resolutions of identified issues. You are responsible for monitoring the work of junior team members for quality and also resolve any issues / bottlenecks that they are facing. You will be responsible for escalating the issues to relevant stakeholders should there be any issues in your shift. You are responsible for the shift hygiene and ensure that work items are received properly from previous shift lead and hand over all information relevant to the next shift to the incoming shift lead. Roles & Responsibilities: -Service Delivery Management Ensure Shift capacity is maintained as per the Rota published * Lead a team of 2-3 members in Shift Coordinate with L2/L3 teams for ticket escalations and knowledge sharing. * Ensure Proper Shift handover to next shift team / client teams * Ensure proper shift handover from Previous shift * Ensure communication of statuses to dependent teams on the tickets * Ensure right teams are intimated where resolution of incidents is being delayed * Ensure SLA timelines are known and adhered to * Ensure junior team members working in the same shift are coached on the job Process Adherence & Improvement Ensure compliance with standard operating procedures (SOPs). Identify recurring issues and do analysis for root cause elimination * Ensure Root cause analysis is done as per requirements Stakeholder Communication Provide regular updates to L1 OPS lead / stake holders on incident trends. * Ensure escalations to internal and client teams where there are bottlenecks in the service delivery Maintain communication with clients or internal users regarding major issues or outages. Tool & System Monitoring Montor Tableau dashboards for scheduled jobs. Ensure alerts and notifications are triaged promptly. Basic understanding of ServiceNow Technical Skills SQL / ETL Service Now or any ticketing tool Processes L1 Operations service delivery and Shift lead The candidate should have played the Proactive L1 Ops Shift lead role Additional Information:- The candidate should have minimum 5 years of experience in ServiceNow IT Service Management. - This position is based in Chennai. A 15 year full time education is required. Show more Show less