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Private Jobs / Private Sector
Capgemini Hiring for Tier 2 Applications Support 6 To 9 Years Delhi & Bengaluru at Delhi, Delhi Full Time
Job Description
Flexible to work in shifts Monitor and respond quickly and effectively to requests received through mail or ticketing tool
Monitor Service Desk for tickets assigned to the queue and process first in first out based on priority
Gather customer s information and determine the issue by evaluating and analyzing the symptoms
Diagnose and resolve issues in business applications related to HR Finance IT Identify and escalate priority issues per Client specifications
Perform advanced troubleshooting and redirect problems to appropriate resource
L2 Registering an incident and or Service Request reported via email in the ServiceNow tool
Tracks the progress of owned Service Call during entire lifecycle from start to end register to close to ensure that it is resolved within the agreed Service Level Agreement SLA and updates Service Call records if necessary SLA
First Time Fix making sure that SLA targets are achieved Surveys
Making sure that the highest score of Survey has been received Relationship Building and managing working relationships with the Business and L2 teams
Primary Skills
As Senior Analyst you will support internal application Business applications which are used across Capgemini
Responsible for E2E ticket handling
Any prior applications management experience would be an asset
Must be able to learn and support new and quickly changing technologies
Sound demonstrated knowledge of Service Desk procedures and process
Secondary Skills
Ability to prioritize workload to best meet customer requirements
Good knowledge with Excel
Good knowledge on SQL
Flexible to work in shifts Monitor and respond quickly and effectively to requests received through mail or ticketing tool
Monitor Service Desk for tickets assigned to the queue and process first in first out based on priority
Gather customer s information and determine the issue by evaluating and analyzing the symptoms
Diagnose and resolve issues in business applications related to HR Finance IT Identify and escalate priority issues per Client specifications
Perform advanced troubleshooting and redirect problems to appropriate resource
L2 Registering an incident and or Service Request reported via email in the ServiceNow tool
Tracks the progress of owned Service Call during entire lifecycle from start to end register to close to ensure that it is resolved within the agreed Service Level Agreement SLA and updates Service Call records if necessary SLA
First Time Fix making sure that SLA targets are achieved Surveys
Making sure that the highest score of Survey has been received Relationship Building and managing working relationships with the Business and L2 teams
Primary Skills
As Senior Analyst you will support internal application Business applications which are used across Capgemini
Responsible for E2E ticket handling
Any prior applications management experience would be an asset
Must be able to learn and support new and quickly changing technologies
Sound demonstrated knowledge of Service Desk procedures and process
Secondary Skills
Ability to prioritize workload to best meet customer requirements
Good knowledge with Excel
Good knowledge on SQL