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23/05 Deepa Hegde
HR Manager at Moneyboxx Finance Limited

Views:96 Applications:9 Rec. Actions:Recruiter Actions:5

Moneyboxx Finance - IT Solution Architect (5-10 yrs)

Mumbai Job Code: 1099807

We are looking for Graduate in engineering/Computer Science and ITIL Certified to join us as an Incident Manager and provide Support to our Business Users.

About the Role

- Lead the Technical Support team

- Setting up bridge calls for Major Incidents, following the information matrix to escalate issues to the highest

level & seek closure without breaching client SLA`s.

- Tracking and hosting Incidents calls, Major & Minor to ensure SLA compliance.

- Participating in the daily SCRUM`s to provide a deep dive into issue occurrences and correlate RCA`s.

- Organizing, Planning and Implementing Strategy to drive improvement in the Technical Support team

- Liaising with External & Internal functions including Product Management, Engineering, Network Operations,

and other Service functions to ensure timely and accurate resolution of issues and queries

- Review daily priorities and take appropriate action to ensure results are achieved

- Drive Training & Development

- Awareness of new product developments in our domain providing input and tactical direction to the business

on Customer service and support challenges.

- Monitor daily performances to enhance & up skill the IT Analysts and Senior IT Analysts

- Able to judge priorities to meet deadlines without cutting corners

- Taking responsibility for Unresolved Issues/ Escalations

- Ability to mentor & guide junior team members


- ITIL Certification will be advantageous, a clear understanding of Incident, Problem, Change Management is


- Minimum 4-10 years of relevant experience in the Incident Management & Team Management role.

- Should have led a team of minimum 6 in the past

- Prior work experience in a SAAS/Product Based organization's Tech Support team

- Prior work experience in Technical Support teams for Software Services/Portals is preferred

- Excellent Communication Skills is a must

- Should have a Logical & Analytical bent of mind

- Should be able to tackle/ handle/ monitor all escalation emails & calls, also ensuring they are responded to as

per SLA or sooner.

- Basic Knowledge of HTML, Javascript and CSS is preferred but not mandatory.

Leadership Abilities:

- Accept responsibility/accountability for assigned tasks

- Break problems into manageable pieces and follow an organized approach to resolve them

- Plan tasks to create deliverables and effectively execute that plan with little direction from supervisor

- Develop contingency plans and be ready with backup options when needed

- Work effectively in fast paced, team oriented, rapidly changing environment

- Promptly recognize emerging problems, identify potential solutions, and seek help from others when


- Show willingness and ability to increase contribution and level of responsibility and proactively seek to do so

- Establish and maintain effective and cooperative working relationships with peers, management, and clients

- Accept and act on feedback Communication

Job Location: Andheri East, Mumbai (Work from Office)

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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