Job Description

As a Shift lead, your responsibilities will include:

• Provides 24x7 (shift) global support across all company entities
  
• Responsible for escalation management within the team, dealing with escalations efficiently
  
• Ensure support issues, Incident and Problem management are managed in a timely and efficient manner
  
• Coordination with various support team, Business and development team in ensuring smooth requirements and implementation of
  

Change, Release and Production Support.

• Provide the 2nd Line support/coverage to other applications within the GIS security toolset i.e. RSAM, CyberArk, OES, RSA, SSO,
  

Federation, BEST etc

• Incident and Problem management via ServiceNow
  
• Manage email and Hotline queries management
  
• Support of system outages, fixes and enhancements
  
• Liaison across business and users to resolve support issues
  
• Problem escalation and ownership to resolution
  
• Efficient implementation of fulfilment function
  
• Change and Release Management
  
• Compliance to audit, regulatory and GIS Standards requirements
  
• Process and Procedure, knowledge base maintenance
  
• Ongoing team training and cross-training
  
• Ad-hoc assignment for clean up activities post project implementation
  
• Re-engineer processes by leveraging existing global & regional models

Requirements

We expect you possess:

• Minimum 3-5 years in ITexperience in managing Level 2/Level 3 support and staff
  
• Experience of ITIL concept and best practices
  
• Experience in working with Business and IT users across different levels to gather requirements for support or implementation
  
• Strong analytical, incident management and problem management skills
  
• Ability to work as a team player as well as independently
  
• Fast learner, adaptable to changes and high attention to details
  
• MCSE certified
  
• ITIL certified
  
• Strong communication both verbal and written in English
  

Beneficial Requirements:

• Good understanding of financial regulatory and compliances standards
  
• Good understanding of Information Security standards
  
• Knowledge of alternate languages i.e. French, German, Spanish, Italian etc
  
• Strong MSSQL and Oracle database10g/11g
  
• Experience with Microsoft suite of products
  
• Oracle Identity Management (OIM)
  
• Oracle Identity Analytics (OIA)

Company offers