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Job Overview

Category

CA, CFA, CMA, MBA, MCOM/BCOM

Job Role

Finance Executive

Gender preferred

No Preferences

Functional Area

Finance

Work preferred

Work from Office

Qualification

Graduation

Any Graduation

Post Graduation

Any Post Graduation

Description

Have at least of demonstrated excellence in Application Operations or Production Support, with proven increasing levels of responsibilities

Coach and support production support analyst/s to enhance their ability to respond to user queries around application

Support case inflow handling and allocating work within the team, providing daily reporting around the same

Communicate with users and all those that contact support team in a courteous, professional, accurate and timely manner

Identify knowledge gaps within the team and design and implement training to support development of team members

Ensure key processes are adhered to by team, to have seamless case handling for the users that have reached out for any queries

Should be an excellent individual contributor with excellent functional knowledge and an established SME across at least couple of areas

Should be able to facilitate discussion with stakeholders, dev, 3rd party teams, while handling high priority cases

Should be able to handle outages and keep the right parties informed

Assist users with their moderate/complex queries on Reporting and Dashboards

Assist lead/s in reviewing case responses of team members to ensure quality and timely communication is maintained at all times

Senior Production Support Analyst ensures MNE and project transition is done properly for his team and takes session where required to enhance team knowledge on complex areas coming through a release/ emergency CR or defect fix

Ensures team participates in the transition session calls, and UAT sessions for a smooth transition of functionality to support team

Provides Sign-off on the transition sessions attended by team

Should be able to manage team in the absence of lead/s to ensure team is working efficiently to support the application any high priority escalated as required

Ensures pro-active identification of cases which may turn into an escalation and should work with his leads to avoid/address such situations pro-actively

Provide support for routine inquiries and have a general knowledge of application and their respective integrating vendors, products, services, systems and workflow

Escalate significant and recurring issues to the Tier 2 support team and follow through to resolution

Responsible for triaging and escalating any production affecting outages per procedures. Providing any user communications if necessary and assisting with outage resolution by user follow-up.

Originate content for Knowledge Base articles & ensure team is regularly creating and utilizing KBA articles for reference.

Ensure issues are handed over to L3 Dev teams and items logged for Enhancement/Maintenance, as required

Develop excellent working relationships with colleagues within the team and encourage them to reach out, in case of any reported issues or help required

Provide constructive feedback to the team members on the cases/scenarios which were required to be handled differently, so they understand and mature with the learning.

Identify, capture and channel client feedback on product features and functionality to business analysts as required

Ensures as part of Admin role, no data updates happen in application, without prior approval received as necessitated

Adhoc availability and flexibility are essential parameters for ensuring smooth business operations when needed.


Minimum education and work experience required for this position include:

Minimum 7 years of experience in Production Support role

BS degree in Computer Science or Engineering or equivalent

Experience in training and coaching other team members & delivering presentations as required

Working knowledge in a Support role for at least one CRM Application is a must

Excellent verbal, written and problem solving skills

Exposure to financial industry, banking and/or financial markets preferred

Experience with deploying and maintaining application software


RTO Solutions

Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law.

Moody's (NYSE: MCO) is a global integrated risk assessment firm that empowers organizations to make better decisions. Our data, analytical solutions and insights help decision-makers identify opportunities and manage the risks of doing business with others. We believe that greater transparency, more informed decisions, and fair access to information open the door to shared progress. Moody's combines international presence with local expertise and over a century of experience in financial markets. Learn more at moodys.com.


At Moody’s, we’re taking action. We’re hiring diverse talent and providing underrepresented groups with equitable opportunities in their careers. We’re educating, empowering and elevating our people, and creating a workplace where each person can be their true selves, reach their full potential and thrive on every level. Learn more about our DE&I initiatives, employee development programs and view our annual DE&I Report at moodys.com/diversity

Moody’s Analytics provides financial intelligence and analytical tools supporting our clients’ growth, efficiency and risk management objectives. The combination of our unparalleled expertise in risk, expansive information resources, and innovative application of technology, helps today’s business leaders confidently navigate an evolving marketplace.

Skills

OperationsCRMAnalytics

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