Client Services Consultant

Company Overview

Bravura Solutions Limited (BSL) (ref: www.bravurasolutions.com) is a global supplier of professional services and highly specialized administration and management applications for superannuation & pension, life insurance, investment, private wealth & portfolio administration, transfer agency and STP financial messaging.

Bravura delivers to some of the world’s leading financial institutions located globally, and employs more than 1400 people, staffing 16 offices across Australia, New Zealand, Asia, United Kingdom, Europe and South Africa.

Job Purpose

The Sonata Application Support Consultant will be providing front line support for Bravura Solutions clients using the Sonata Administration Platform. In addition, the Sonata Support Consultant will have responsibility for managing the client issue lifecycle; the analysis, replication and testing of identified defects with a solution-oriented approach; and escalating requests to the appropriate development and consulting teams.

Key Responsibilities

• The analysis and resolution of issues raised by Clients including:
• Identification of faulty software and omissions in functionality (debugging code where necessary)
• Correction of data (Data Fix) where required on client databases
• Correction of problems caused by incorrect use of application functionality
• Correction of system configuration faults
• Actively responding to clients relating to service requests and product defects.
• Respond to client queries and incidents as per defined service level agreements.
• Routing defects, service requests or enhancements to the appropriate teams within Bravura as required.
• Ensuring severity, impact and risk of incidents is understood and escalate to management if required.
• Monitoring, tracking and reviewing the progress of an incident, and keeping the customer informed.
• Facilitate and attend client meetings to discuss incident management and support processes
• Look ways to optimize the IRT (Incident Response Time) with acceptable quality parameters.
• Assist junior team members with their stuck issues and act as a mentor.
• Work with SDMs and clients to facilitate issues requiring feedback.
• Review the SLAs on tickets assigned to ensure that a timely response is provided.
• Promote the Problem-Solving Techniques within the team and foster application of its use.
• Escalate capacity and capability issues to respective Squad Lead.
• In Leads absence, manage the Squad scrum and keep up-to-date status of issues assigned to team members. Help Squad members with any impediments and work as first point of escalation.

Key Skills:

Qualification & Experience

• B.E./B-Tech/MCA
• 8-11 years of experience
• A good understanding of best practice application development methodology, together with:
• An excellent working knowledge of SQL language
• Ability to develop basic application code using a modern object-based language
• Working knowledge of Microsoft Office
• A basic understanding of service delivery processes i.e.
• o Incident management
• o Problem management
• o Change and Configuration management
• Experience within a helpdesk/JIRA service desk environment.
• Knowledge of software development lifecycle.
• Experience in business analysis, consulting or system testing role.
• Experience in providing consultancy and support to clients.
• Whilst the role will be predominantly based in Gurgaon, the ability to travel between Bravura offices and Client sites may be required

Technical

• Excellent working knowledge of Core Java, including the Eclipse Development Platform
• Excellent working knowledge of popular Java frameworks such as Hibernate, JSP/JSF and web services.
• Troubleshooting and debugging capabilities/techniques
• Proven knowledge of databases, to include solid experience of SQL preferable on Oracle Database
• Good to have Java Certification
• Cloud exposure AWS or Azure

Personal

• Requirement of working in rotational shifts :General (8:00 to 4:30 PM), UK (2:30 PM – 11:30 PM) and occasionally night shift
• Excellent spoken English
• Excellent oral and written communication skills with the ability to distinguish between business and technical audiences
• Proven aptitude with regards to good customer service skills
• Ability to multi-task, prioritize workload and work under pressure
• Ability to work unsupervised, managing goals and deliverables
• Demonstrated Solution based problem solving skills
• Excellent team and interpersonal skills
• Prior knowledge of working on Application Support model will be a plus
• A knowledge of the financial service industry, preferably Wealth Management or Superannuation products will be a plus