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PSS Support Specialist

5.00 to 7.00 Years   Chennai   24 Sep, 2019
Standard Chartered Bank Ltd
Job LocationChennai
EducationNot Mentioned
SalaryNot Disclosed
IndustryEducation / Training
Functional AreaGeneral / Operations Management
EmploymentTypeFull-time

Job Description

The primary objective is in analysis of Security Product & platform issues, schedule resolutions, implement the resolutions, verify, validate and deploy the resolution in Production. The position would report to PSS Team Level 1 Support Manager and provide updates on the status of PSS issues, SLA compliance etc. Where required, the PSS support Analyst would have to liaise with Business in order to explain / get the clarifications required. A key derived responsibility would be to ensure high availability of the supported application as per or better than agreed upon SLAs.The Role Responsibilities

  • Help the PSS Team to provide coverage on a 7 day a week, 24 hour per day (24/7) basis
  • Take End to End ownership of Security Technology Services incidents and Requests in order to resolve them within agreed objectives and to the satisfaction of customers
  • Help PSS Team debug difficult issues and achieve resolution
  • Meet or Better assigned SLAs
  • Improve stability of applications through root-cause analysis and undertaking preventive / perfective maintenance activities
  • Look at ways of improving the processes in order to achieve continuous productivity and quality improvements
  • Adherence to the specified standards of Quality and Audit / Risk requirements
  • Upholding the Values of the Group and Company at all times and Compliance with all applicable Rules/ Regulations and Company and Group Policies.
  • To build relationship & network with stakeholders within & outside STS
  • Ensure customer satisfaction through improved service and quality
Our Ideal CandidateQualifications:Essential: Graduate in Computers or other Technical certificationsDesired: Post Graduation in Science / Others, Technical certificationsYears of Experience: A minimum of 5 to 7 years of experience in the Enterprise Splunk suite under SMA domain.Nature of Experience: Experience in supporting business critical applications in Security Technology Services spaceProduct/Skill Knowledge: Experience in Enterprise Splunk Suite, HIDS, DAM of SMA domain and hands on in Python / Java scripts, Oracle PL/SQL, UNIX Shell ScriptingEssential Skills / Aptitude:
  • Experience in Production support is mandatory
  • Good interpersonal and communication skills
  • Must be detail oriented, highly organized and able to handle a variety of tasks in an efficient manner.
  • Strong ethics, loyalty and genuine concern for the needs of others
  • Adept at applying generalist IT knowledge to specific problem resolution situations
  • Familiarity with hardware/software components and terminology.
  • Strong customer service background, ability to work in a team environment, enjoy working with people
  • Strong analytical and statistical skills
  • Self Learner / Quick Learner
  • Proven ability to Multitask
  • Demonstrated customer service skills
  • Ability to ensure all client requirements is met along with overall client satisfaction.
  • Adherence to the specified standards of Quality and Audit / Risk requirements
  • Coordinating with other business functions to develop and implement plans
  • Ensure proper communication across all lines of authority within the team
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Keyskills :
applicationservices financialservices plsql sql sql customerservice problemresolution clientrequirements technologyservices customersatisfaction sla sma java unix roductionsupp

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