Job Details
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Job Description
As a PSE, you will lead a team that communicates with customers on a daily basis to receive, prioritize, investigate, and resolve product related issues. your will be responsible for SLAs and will coordinate with various teams within the organization. you will be the owner of all relevant product documentation and the guardian of the knowledge base.
Roles & Responsibilities:
- Run an ITIL based service desk including team, process and underlying technology.
- Ensure issues are resolved in accordance to SLAs.
- Thoroughly understand the product and how it operates.
- Maintain an updated knowledge base.
- Develop and maintain a self service catalogue for common service requests.
- Coordinate with development and infrastructure teams to resolve issues.
- Conduct logs analysis and identify problems.
- Participate in change events.
Job Requirements
Our Perfect Match:
- 6+ years of experience of which 2+ in a supervisory role.
- Proven track record in supporting technology products preferably in the banking & financial services domain.
- Familiarity with ITIL is a huge plus.
- Strong communication skills including english writing.
- Ability to coordinate with various stakeholders.
- Experience in a customer facing position.
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