Key areas to look out:

We are looking for a candidate with minimum 2+ years’ experience 

Key areas to look out:

  • Demonstrated experience and proven track record of effectively
  • Managing clients in a highly technical and B2B software product and / or solution.
  • Experience in a fast-paced startup/scale-up environment
  • Experience in working with remote deployment teams

What you will be doing

  • Owning, investigating, analyzing, troubleshooting and resolving incidents escalated from customers about the Tookitaki Platform
  • Triage incidents, service requests related to the Tookitaki Platform and the customer enterprise
  • Work with Tookitaki subject matter experts, data scientists, and engineers to resolve customer issues
  • Collaborates with other support personnel, impacted groups and outside vendors who may have links to an incident and follow documented escalation procedures as mentioned in Freshservice Guide
  • Learn Tookitaki Platform and familiarize with AMLS products, features, and techniques
  • Removal of single points of failure and known errors, and automation wherever possible. A ‘fix once’ approach – which includes working closely with L2/L3 team support on root cause analysis processes - to ensure incidents do not happen again 
  • Monitor production job schedules where required and attend to failures
  • Meet client SLA and communicate via Ticketing tools
  • Provide work around solutions for defects raised
  • Ensuring technical documentation and Knowledgebase articles are produced by the appropriate people, either within the team or L2/L3 role
  • Develop a career in solution architecture

What you won’t be doing

  • You will not commit roadmap deliverables to clients
  • You will not commit and take change requests from clients
  • You will not pass customer communications to other teams

Key Requirements

  • At least 2+ years hands-on experience of ITIL Service Management principles and processes.
  • ITIL v3 Foundation and knowledge of ITIL Service Operation.
  • Excellent customer service skills, strong business focus and stakeholder engagement skills.
  • Solid written and verbal communications skills, including report writing and technical documentation.
  • Solid technical knowledge of enterprise IT environments (Unix/ Windows)
  • Basic knowledge of Hadoop/ AI/ ML
  • Experience of working in a fast-moving and changing, enterprise IT environment.
  • Ability to build positive cooperative relationships and communicate at all levels with other groups and departments.
  • Manage Services and utilities of the Company’s tool;
  • Handle incidents, queries from business users (service response) Log tickets in the Customer’s incident management tool (Incident, and service request)
  • Route the incident/service request/call to L2/ L3 support personnel (after triaging)
  • Notify the users of the ticket status with information on who is working on the ticket (service response); Notify the users of any outages which may cause unavailability of a service for the end users;
  • Publish daily application health-check reports (multiple) to IT management;
  • Event management (known issues and follow standard operating procedures, SOPs)
  • Create and maintain documentation/SOPs

Compensation & Job perks

  • Opportunity to work for the fastest growing AML (Anti Money Laundering)
  • Compliance company serving the fastest and biggest economies
  • Flexible working hours and remote working