Support Engineer - Leisure Travel - Chubb : Job Details

Key Objective

* Providing application delivery support to meet business need global/regional based.

* Triage new Incidents as they are received, prioritize appropriately, and ensure that critical and non-critical issues are addressed in a timely manner.

* Design and implementation of support processes using ITIL best practices.

* Communicate directly with internal stakeholders, actively seeking resolution to incidents and responding to queries.

Major Duties and Responsibilities

* Provide, improve, and enhance stability of supported IT application to business operation by gradually reducing tickets through root caused analysis and proposed permanent fixed to respective team.

* Monitor Application service level compliance, help in reducing risks and defining mitigation plans and assist in resolving issues when required.

* Ensure that tickets are formally closed and, where appropriate, subsequently review, and record lessons learnt.

* Adhere to compliance policies and enforce operation procedure

* Drive for operational excellence of business-as-usual processes.

* Provide regular and accurate reports to stakeholders as appropriate

* Prepare achievable/improvement plans and track activities schedule

* Participate in the planning and coordination of Change Requests and Fixes to production, conduct regression testing

* Participate in the planning and coordination of regular product releases/enhancement

* Responsible to ensure any production release knowledge transfer coordination being done between project/dev and support.

* Identifying, assessing and managing risks to the success of business-as-usual processes.

* Participate in the planning and coordination of quarterly product releases for our customer base.

* Participate in the planning and coordination of Change Requests and Fixes to production, conduct regression testing

* Liaise with the various local and international support groups for Incident and Request Tasks escalation

* Act as incident manager and communicate outages to respective stake holders and management

* Closely working with regional/global incident manager service management manager for Reporting all P1 and P2 incidents

* Develop/enhance appropriate processes and procedures.

* Analyze the reoccurring Incidents and Requests and proposed the permanent solution/best practices

* Maintain the ServiceNow ticketing system, Service Catalogue guidelines and procedure documentation.

* Adopting agile practice as part of support process aligned with regional/global

* Ensuring security and audit compliance for all the support deliverables