Customer Services Senior Engineer-Service Support

Company DescriptionSBS is a global financial technology company that’s helping banks and the financial services industry to reimagine how to operate in an increasingly digital world. SBS is a trusted partner of more than 1,500 financial institutions and large-scale lenders in 80 countries worldwide, including Santander, Societé Generale, KCB Bank, Kensington Mortgages, Mercedes-Benz, and Toyota FS. Its cloud platform offers clients a composable architecture to digitize operations, ranging from banking, lending, compliance, to payments, and consumer and asset finance. With 3,400 employees in 50 offices, SBS is recognized as a Top 10 European Fintech company by IDC and as a leader in Omdia’s Universe: Digital Banking Platforms.Job DescriptionMinimum Qualifications2-4 years of experience as a Service Desk AnalystITIL V3/V4 certificationFlexible to work in 24x7 environmentExcellent communication skills (written & verbal)Hands-on experience with ITSM toolsStrong attention to detailExcellent Microsoft Office (Outlook, Word, and Excel) and Power BI skillsData manipulation and analytical skillsAbility to work without daily management supervisionTeam player with a positive 'can-do' attitudeStrong organizational skills and ability to prioritizeWillingness to work in a flexible work pattern and shiftsSelf-motivated with a commitment to achieving resultsWhat You Will DoIncident Management:Receive and log incident reports from internal and external customers.Analyze and resolve technical issues promptly and efficiently.Escalation ManagementEscalate incidents as necessary, ensuring timely resolution.Support Incident Management team for managing/driving Out of hours incidents.Customer Support:Provide excellent customer service, establishing rapport with users and stakeholders.Keep customers informed of incident progress and resolution timelines.Demonstrate effective communication skills, both written and verbal.Technical Expertise:Utilize hands-on experience with ITSM tools for incident tracking and resolution.Manipulate and analyze data to identify trends and patterns.Collaborate with technical teams to troubleshoot and resolve complex issues.Documentation:Prepare clear and concise documentation for incident reports and resolutions.Create user-friendly guides and knowledge base articles.Communication and Collaboration:Communicate technical concepts in user-friendly language.Collaborate with cross-functional teams to address and resolve technical issues.Participate in team meetings and contribute to continuous improvement initiatives.Process Management:Follow established processes and procedures for incident resolution.Identify opportunities for process improvement and suggest enhancements.Customer Relationship Management:Build and maintain strong customer relationships.Proactively identify and address customer needs and concerns.Organizational Skills:Prioritize and manage multiple requests in a fast-paced environment.Pay strong attention to detail in all aspects of work.Flexibility and Shift Work:Willingness to work in a flexible schedule, including shifts.Ability to adapt to changing work patterns and demands.Self-Motivation: Work independently with minimal supervision. Demonstrate a proactive and results-oriented approach.Total Experience Expected: 02-04 yearsQualifications2-4 years of experience as a Service Desk AnalystITIL V3/V4 certificationFlexible to work in 24x7 environmentExcellent communication skills (written & verbal)Hands-on experience with ITSM toolsStrong attention to detailExcellent Microsoft Office (Outlook, Word, and Excel) and Power BI skillsData manipulation and analytical skillsAbility to work without daily management supervisionTeam player with a positive 'can-do' attitudeStrong organizational skills and ability to prioritizeWillingness to work in a flexible work pattern and shiftsSelf-motivated with a commitment to achieving resultsAdditional InformationAt our organization, we are committed to fighting against all forms of discrimination. We foster a work environment that is inclusive and respectful of all differences.All of our positions are open to people with disabilities.