Executive - IT (Procure To Pay Applications)

Job Description

Executive - IT (P2P Applications) will be responsible for monitoring and managing the P2P applications. He/ She will be responding to service desk escalation from L1 and be the subject matter expert in resolving issues and extending support to business users on issues in the Application. He/ She is expected to provide initial technical expertise to the Information Technology team to support the challenges posed by the company's business tactics and strategies. Job location: World Trade Center, Rajajinagar (Work from Office) Working Days: Monday to Saturday (2nd & 4th Saturdays off) Work Timings: 9:30 am to 6:15 pm Key Responsibilities Areas Managing and Responding to Level 1 & Level 2 tickets of IT P2P Applications Effective handling of application support tickets by adhering to defined SLAs, KPIs Providing first-contact IT resolution for business users Ensure defined response & resolution SLA are being adhered Helping business users with incident / service requests resolution Responding to service requests, change requests, problem tickets Coordinating with internal & external stakeholders for effective resolution of Issues Engage in new roll outs and implementation of IT Applications to business Ensure proper escalation are being made to next levels on issue closure Proper documentation on issues (including RCA), Knowledge Documents, etc.. Do gap and/or root cause assessments for the problems encountered Vendor Management Co-ordinating with vendor and ensure timely delivery Work as per the organization roaster plan Support in the application-level governance Must have Requisites Executive IT Applications should be a graduate with minimum 3 - 6 years' relevant experience. A strong team player with the ability to work with the team to deliver excellence in IT application service desk & support in projects. Knowledge & Working experience in any of the service desk solutions like Freshdesk. Good understanding of software application development lifecycle (SDLC) Proven experience in working as IT Applications Support Good understanding about the application-level SLAs Excellent analytical, organizational, interpersonal skills Strong Communication and interpersonal skills Results oriented professional, recognized for taking on major initiatives, and adapting to rapidly changing environment and resolving mission-critical issues to ensure bottom- line success Passionate about technology and innovation