About the Job
Key responsibilities:1. Provide first-level coordination and support for software-related issues.
2. Respond to user queries via phone, email, and ticketing systems.
3. Guide users through step-by-step solutions or escalate complex issues to higher-level support.
4. Log, track, and update incidents and issue requests in the Enquire system.
5. Assign Redmine tickets related to production observation to the Technical FM Team. Ensure timely resolution of reported issues.
6. Follow up on open tickets and provide status updates to users, Bank Department, Bank Admin Team, and D2K Management Team.
7. Submit weekly status reports on production issues to the D2K Project Management Team (or as requested).
8. Act as a liaison between end users and technical teams.
9. Coordinate with clients and users for required updates or clarifications.
10. Maintain a knowledge base and support documentation.
11. Generate regular reports on incidents and issues.
12. Update the D2K Ensure Implementation Team on client-reported functionality change issues.
13. Conduct daily check-in and check-out calls with FM resources.
Number of Openings
1 openingsSkills
Project Management, Microsoft Project, Report Generation
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