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Process Expert - Opportunity To Cash

Process Expert - Opportunity To Cash

Siemens

2 - 5 years

6 - 10 Lacs

bengaluru

Posted:4 hours ago| Platform:

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Skills Required

production problem management itsm incident management itil project management operations management team management tat customer service service catalog change management servicenow process management team leading service delivery sla management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Youll make a difference by:

To provide support for AIS Platform components deployed in production environment and nonproduction environments.
L1 support is responsible for incident management, and the first point of contact for customers who report issues.
They receive customer queries via MyIT ticket and acknowledge the incident.
L1, L2 support will cover Incidents and Standard Service Requests, follow standard documented processes to resolve incidents such as password reset, firewall requests etc.
Logging, triaging, prioritizing, tracking, and routing incidents reported by users, customers.
General alert monitoring, reporting, and escalations to L3 team. All Production incidents need to be escalated to L3 team.
Responsible for customer interactions and responding as per SLAs.
Resolution of requests and problems submitted by Citizens and Platform issues.
Standard Service Requests categories are

Citizen components are not working or deleted in non-Production environments.
Create new citizen, Delete existing Citizen, existing citizen access change.
Create SFTP users.
Whitelisting of Citizen IP addresses, Application/ System connectivity issues.

The priority order of support would be Incidents, Service Requests.
Need to provide AMS support (24*7).

Your success is grounded in:

Good communication.
Open-mindedness and constructive attitude to performed tasks.
Willingness to work for extended hours.

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Process Expert - Opportunity To Cash