Luxoft is a global leader in high-end software development.
Luxoft is looking for talents with a passion for technology & ready to create original solutions. Once on board, you are invited to expand your knowledge & skills, offering you a continuous learning experience helping you stretch your potential.
So if you’re enthusiastic by the idea of accessing cutting edge technology & innovation to make an impact, why don't you join us?
- Providing resolution of non-routine IT systems issues, troubleshooting, identification and resolution of application issues including tickets for incidents, requests changes and problems.
- Escalating issues in time when necessary.
- Maintaining registration and providing metrics for all issues and queries reported.
- Responds to user inquiries concerning system software and applications.
- Provides immediate user assistance for emergency and urgent fixes as defined in service definition.
- Monitoring the assigned ticket queues, management of resource allocation, assigning and re-assigning tickets for incidents, requests, problems and changes.
- Assignment of tickets to resources as per their skill set.
- Creates temporary “work-around” for immediate user issues where appropriate
- Documents and logs all contacts and actions into database and procedures following guidelines.
- Escalating to Level 3 support users issues unresolved at Level 2 with concise description, actions and traces required for escalation of “bugs” and/or “request for assistance”.
- Following users issues through to completion to ensure resolution and users satisfaction have been achieved.
- Acting as a Subject Matter Expert for support area. Transferring knowledge to 1st line of support analysts.
- Identifying and registering Problems. Escalating Major Incidents to the Incident and/or Problem Manager
- Verifying resolution with users.
- Ensuring that support SLAs, OLAs and UIC are strictly adhered to.
- Escalating tickets at risk of breaching SLA/OLA to process coordinator/manager.
- Archiving and updating operational documentation and procedures for services, applications and processes.
- Ensuring that all support Standard Operational Procedures are maintained and up-to-date for every platform implementations.
- Documenting troubleshooting steps and service restoration details.
2-5 years of experience as team member in IT Service Organization in Line 2 Incident
Good knowledge of SQL
Experience with Unix
Analysis role / Help Desk role
Problem-solving and trouble-shooting skills.
Strong written and oral communication skills in English.
Strong sense of ownership of IT services quality, and customer orientation, ability to proactively follow up on customer issues.
Strong ITSM processes orientation.
Ability to diagnose, troubleshoot, obtain results, and provide solutions for a broad range of technical problems.
Ability to understand the global corporate picture. Expertise in retail banking area highly desirable.
Expertise with one of the following technology stacks: Teradata, IBM DataStage, SAP, Oracle Hyperion.
BA / BS in Computer Science / Information Systems or equivalent experience.
Our client, a major retail bank with HQ in Scandic region, is moving their application support and development for their Group Functions IT division to Poland in 3 different locations: Gdynia, Gdansk and Łódź.
The Group Functions IT Production Assurance team has a strong mandate to organize operations according to modern principles of the ITIL methodology. We are looking for an experienced and driven Change Manager to join our team.
The Change Manager controls the lifecycle of all Changes. His primary objective is to enable beneficial Changes to be made, with minimum disruption to IT services. For important Changes, the Change Manager will refer the authorization of Changes to the Change Advisory Board (CAB).