Specialist Software Engineer - Production Support

Reference 260009BG

Responsibilities

• Deploy, execute and improve Information Technology Infrastructure Library (ITIL) processes.
• Prepare and publish process documentation/ process reports / Post Mortem / Service catalogue.
• Conduct workshops and trainings on ITIL/Business Chain processes.
• Track, evaluate and highlight process/prodution improvements and concerns.
• Monitor and correct process non-compliance.
• Generate Key Performance Indicator (KPI)s and Key Risk Indicator (KRI)s.
• Execute controls at defined time and accuracy.
• Follow-up on end to end business process/ Business chain.
• Track Service Level Agreement [ SLA’s].
• Regular co-ordination and communication with stakeholders.
• Crisis management and reporting
• Conduct high level analysis of the incidents/tickets(identifying the error) reported and share the analysis with project team which can help them in their analysis.
• Having a high level understanding on the functional domain of the applications supported and perform root cause analysis of the issues reported
• Identify areas where automation can be implemented to reduce manual effort and improve response time.
• Creating a shared documentation with recurring issues with the workarounds suggested and steps for triaging on identifying the issues.
• Demonstrate over all knowledge on ITSM and ITRM topics
• Conducting post mortem analysis of high priority incidents.
• Improve system monitoring capabilities with appropriate tools and dashboards to reduce incident response time by 25%,

Required Profile required Profile Required:

• Minimum 4 years of experience
• Certification of ITIL V4 foundation with strong knowledge of ITIL processes.
• Excellent organizational and communication skills.
• Proficient in MS Office.
• Proven experience of coordinating and facilitating IT process deployment and quality improvement efforts.
• Demonstrated experience of ServiceNow or any other Information Technology Service Management (ITSM) tools.

Business insight A 100% owned subsidiary of European banking and financial services major Societe Generale (SG), Societe Generale Global Solution Centre (SG GSC) came into existence in 2000. Established as an offshore development centre in Bangalore, also having a presence in Chennai, SG GSC has 15 years of sustainable delivery expertise to its credit, and develops global best practices to promote the strategic objectives of the Societe Generale Group.

SG GSC possesses in-depth understanding of the business processes and cutting-edge technologies across domains of Societe Generale’s diverse portfolio. We deliver best-in-class solutions to the Group’s entities in the realm of corporate and investment banking, retail banking, specialized financing and insurance, private banking, and global investment management and services.

We place the highest importance on our employees and provide extensive opportunities for career progression and development. SG GSC conforms to the group diversity principles, and has a multi-cultural staff representing seven nationalities, and speaking 20 languages. Women comprise 25% of our workforce.