Customer Services Senior Engineer-Service Support

SBS is a global financial technology company that’s helping banks and the financial services industry to reimagine how to operate in an increasingly digital world. SBS is a trusted partner of more than 1,500 financial institutions and large-scale lenders in 80 countries worldwide, including Santander, Societé Generale, KCB Bank, Kensington Mortgages, Mercedes-Benz, and Toyota FS. Its cloud platform offers clients a composable architecture to digitize operations, ranging from banking, lending, compliance, to payments, and consumer and asset finance. With 3,400 employees in 50 offices, SBS is recognized as a Top 10 European Fintech company by IDC and as a leader in Omdia’s Universe: Digital Banking Platforms.

What you will do

• 
  Incident Management:
• Receive and log incident reports from internal and external customers.
• Analyze and resolve technical issues promptly and efficiently.

• Escalation Management
• Escalate incidents as necessary, ensuring timely resolution.
• Support Incident Management team for managing/driving Out of hours incidents.

• Customer Support:
• Provide excellent customer service, establishing rapport with users and stakeholders.
• Keep customers informed of incident progress and resolution timelines.
• Demonstrate effective communication skills, both written and verbal.

• Technical Expertise:
• Utilize hands-on experience with ITSM tools for incident tracking and resolution.
• Manipulate and analyze data to identify trends and patterns.
• Collaborate with technical teams to troubleshoot and resolve complex issues.

• Documentation:
• Prepare clear and concise documentation for incident reports and resolutions.
• Create user-friendly guides and knowledge base articles.

• :Communication and Collaboration
• Communicate technical concepts in user-friendly language.
• Collaborate with cross-functional teams to address and resolve technical issues.
• Participate in team meetings and contribute to continuous improvement initiatives.

• Process Management:
• Follow established processes and procedures for incident resolution.
• Identify opportunities for process improvement and suggest enhancements.

• Customer Relationship Management:
• Build and maintain strong customer relationships.
• Proactively identify and address customer needs and concerns.

• Organizational Skills:
• Prioritize and manage multiple requests in a fast-paced environment.
• Pay strong attention to detail in all aspects of work.

• Flexibility and Shift Work:
• Willingness to work in a flexible schedule, including shifts.
• Ability to adapt to changing work patterns and demands.

• Self-Motivation:
• Work independently with minimal supervision.
• Demonstrate a proactive and results-oriented approach.

Minimum Qualifications

• 2-4 years of experience as a Service Desk Analyst
• ITIL V3/V4 certification
• Flexible to work in 24x7 environment
• Excellent communication skills (written & verbal)
• Hands-on experience with ITSM tools
• Strong attention to detail
• Excellent Microsoft Office 365(Excel, Power Point, etc)
• Power Automate and Power BI skills
• Event and Alerts Management
• Data manipulation and analytical skills

Preferred Qualification

• Ability to work without daily management supervision
• Team player with a positive 'can-do' attitude
• Strong organizational skills and ability to prioritize
• Willingness to work in a flexible work pattern and shifts
• Self-motivated with a commitment to achieving results.

Flexible to work in a 24x7 environment

Dedicated UK Business hours shift

Secondary Location: Noida Campus

At our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.

All of our positions are open to people with disabilities.