This platform includes processing of onboarding requests as they flow from Clients to Sales to Operations and to downstream processing functions. Application functionality is decomposed into business process management, business rules/workflows configuration, reporting / dashboards and workload management functions e.g. work prioritization, SLA management, notifications etc.
Technically solution includes BPM engine, rules engine, reporting engine, metadata configuration components; most of these components are exposed via end-user facing interacting web applications. The platform is used by both external and internal users, it is mission critical as part client experience upgrade roadmap.
Responsibilities:
- Troubleshoot day-to-day user issues on all environments
- Handle escalations to other teams as appropriate
- Managing a team of L3 Support ensuring 16*5 support service for customer
- Managing relationship with global markets business and enablement functions
- Ensure to adhere to agreed SLAs relating to application availability, incident and service request resolution
- Participate in disaster recovery exercises of IT
- Respond to audit queries pertaining to the application
- Constantly evolve quality of service by introduction best practices
- Cooperate with NAM / APAC customer L3 teams and Production Support teams
You personally will be:
- Serve as a primary - direct and personal - contact point for any technical and usage questions and issues
- Expert in the application functionality
- Expert in customer policies and procedures
- Drive decisions of technical problems and escalations internally and externally
Mandatory Skills:
- At least 3+ years of proven experience in a L2 / L3 lead position
- Analytical mindset
- Excellent communication skills
- 3+ years of working in complex enterprise setup
Nice-to-Have Skills:
- Solid SQL knowledge
- Good Excel knowledge
- Self-starter attitude and ability to work independently
- A broad understanding of stack of technologies such as Java, Mongo, RestAPI, XML, ELK, Unix
About Luxoft
Luxoft is a high-end application outsourcing provider of choice and a trusted technology advisor to Global 2000 and medium-sized growth companies that apply compelling technologies to obtain leadership positions in their respective markets.
Luxoft today finds the Best talents, proposes career growth & employment benefits. Our teams are involved in high complicity & innovative projects for the Top leaders companies around the Globe.
Company website:
https://career.luxoft.com/locations/ukraine/
DOU company page:
https://jobs.dou.ua/companies/luxoft/
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