Job Summary

As a Senior Engineer in Support & Operations, you will play a vital role in maintaining and enhancing our global account management systems. Your expertise in Windows PC management and client support will ensure high-quality service delivery while optimizing operational efficiency. You will collaborate with cross-functional teams to address client needs, troubleshoot issues, and guide junior developers, ultimately contributing to the organization's success.

Key Responsibilities

1. Maintain And Enhance Global Account Management Features By Troubleshooting Bugs And Resolving Ad-Hoc Requests, Ensuring Timely Delivery Of High-Quality Solutions That Meet Client Requirements.
2. Provide Comprehensive Client Support By Monitoring Requirements, Presenting Data, And Resolving Tickets, While Ensuring Adherence To Defined Schedules And Quality Standards For All Support Activities.
3. Create And Enhance Documentation For Capability Maturity Model Integration (Cmmi) Processes And Client Specifications, Ensuring Compliance With Organizational Standards And Client Expectations.
4. Offer Technical Guidance And Mentorship To Junior Developers, Fostering Their Growth And Enhancing Team Productivity Through Knowledge Sharing And Best Practices.

Skill Requirements

1. Proficient In Global Account Management Processes And Windows Pc Support.
2. Strong Understanding Of Client Support Methodologies And Ticket Resolution Processes.
3. Familiarity With Documentation Standards, Particularly Cmmi Requirements.
4. Excellent Communication And Interpersonal Skills For Effective Collaboration.

Other Requirements

1. Optional But Valuable: Itil Foundation Certification.

Job Description 

Overview\\\\r\\\\nAs an Access Assurance Analyst making sure proper system access is provided to user by understanding all the critical requirements. The purpose of this role is to handle system access requirement and reviews effectively by keeping controls in mind and delivering productive service and value to the Stakeholders \\\\r\\\\n\\\\r\\\\nKey areas of responsibility \\\\r\\\\n• Providing support to Regional/Global Stakeholders, control advisors across various business functions\\\\r\\\\n• Provide system access to new users and support in trouble shooting\\\\r\\\\n• Deliver reports, metrics, stewardship, and Analysis to customers \\\\r\\\\n• Handle various queries related to SAP and help in resolving the same within the SLA timeline\\\\r\\\\n• Conducting timely SAP access reviews for customers/ stakeholders\\\\r\\\\n• Lead initiatives to improve process effectiveness and efficiency \\\\r\\\\n• Provide additional support during UIA and Audit period with regard to SAP access\\\\r\\\\n• Develop and Maintain process documents\\\\r\\\\n• Having a good understanding of SAP will be good.\\\\r\\\\n\\\\r\\\\n Job Requirement\\\\r\\\\n• Strong analytical, organizational, project and process management skills\\\\r\\\\n• Ability to work independently and proactively to achieve organizational goals\\\\r\\\\n• Adaptive and able to work on different work challenges \\\\r\\\\n• Good communication and presentation skills \\\\r\\\\n• Strong costumer engagement attributes will be an added advantage\\\\r\\\\n• Good time management and workload planning skills \\\\r\\\\n• Good knowledge in Microsoft office applications (preferably good excel knowledge)\\\\r\\\\n• Good to have knowledge in ERP systems like SAP\\\\r\\\\n• Flexible to work on Shifts based on business requirement \\\\r\\\\n