POSITION DESCRIPTION Plan, organize and manage the application support teams to assure appropriate coverage to meet business needs Ensure adherence to service level agreements (SLAs) and exceed customer service and satisfaction. Develop best practices to implement and continually refine/improve service operations, procedures, standards. Facilitate/address triage/analysis, response, resolution, escalation and communication. Coordinate with the delivery teams and PMs/delivery managers on technology deployments, releases and maintenance of outages. Communicate timelines & schedules, operational issues and impacts to management and stakeholders. Develop and implement a helpdesk performance measurement framework to facilitate feedback. Create and maintain a training program to constantly upgrade the technical knowledge. Incorporate and follow ITIL/ ITSM framework and have a thorough understanding. Facilitate the continued development of the KMS and the overall process on moving to a knowledge management-centric support. Assist with customer inquiries and escalations as needed. Identify, measure, benchmark, analyse and perform regular review of reports & scorecards. Maintain data of service availability, ticket volume, resolution rate, time to respond & time to resolution Analyse results for trends, process improvement opportunities and staff training needs and take appropriate action to improve results. Encourage communication of new ideas, solutions, suggestions and problems review for appropriate action or implementation. Participate in continuous learning and professional development. Perform other duties as assigned. REQUIREMENTS Bachelor's degree/ Engineering in computer science or related technical field. Relevant technical and process certifications preferred (ITIL, Agile/Scrum/DevOps). 8 to 10 years of experience in managing IT Operations/ Application Support or Delivery. Management/supervisory experience with teams in size of 15 to 20 service desk/helpdesk support staff or more. Experience with technology implementations and upgrades Excellent communication skills, both oral and written, with the ability to communicate effectively to customers, peers and non-technical management. Demonstrated logical thought processes Must have the ability to quickly learn new technologies, systems, concepts and procedures Project management skills with the ability to manage multiple projects and prioritize activities will be an added advantage. Good skills to supervise, lead, coach, motivate and work through others to achieve desired results. CERTIFICATIONS ITIL V3/V4 certification Agile/Scrum certification DevOps Certification will be an ad on
Position: QA Engineer / Senior QA Engineer Experience: 3-8 Years Location: Chennai Mandatory Skills: API Testing, Mobile Testing, Web testing & Sql Queries. Minimum 1 Year is automation testing Job Responsibilities Design, build, and maintain effective test automation solutions which meet requirements and specifications. (Smoke, Functional, Regression, Performance, Data base tests) Design, review and Execute functional API tests using Python/Java or using API Testing frameworks. Effectively document defects and track till closure. Detail oriented in analysis and reporting of results to aid technical decisions made by the team Attend project meetings (Grooming/Scrum/Inter and provide inputs from the QAs perspective) Collaborate effectively with PMO, Product, and Dev teams and achieve QA goals Prepare metrics to provide test status and effectively communicate issues and potential risks of project schedule to the test lead/manager. Design, review and execute functional testing as per the Spec from various teams(UX and product) along with an ability to identify opportunities for automation and create scripts in automation tools. Develop Java with Selenium/Python, SQL scripts that validate business requirements. Test performance/load of the system using JMeter Passion to deliver products with high quality Automate CI/CD for the modules owned by the team Skills required 2-8 years of Software testing experience 2+ years of Database experience (MySQL or MSSQL) - Writing complex SQL queries using PL/SQL 1+ year of Webservice/ API testing 1+ year of Automation experience in (JAVA-Selenium/Python) Excellent analytical and troubleshooting skills. Proficient in the use of tools that support testing (e.g. Test management, Automated testing, Defect tracking, etc.,) Experience in developing/maintaining Test automation frameworks Driven by continuous improvement Ability to work and collaborate with a team across geographies. Ability to learn and apply new technologies Desirable: Knowledge in Commercial automation tools Katalon Knowledge in database development with any RDBMS Exposure to Cloud platforms such as AWS. Exposure to Agile Methodology Experience in using JIRA for defect management and documentation Exposure to DevOps tool stack - GIT, Jenkins, Docker, Terraform, Ansible, etc. Education BE/BTech/BS, ME/MTech/MS or MCA and no-distance education.
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