India Deskside Support
Credit Suisse
Mumbai, Mumbai, India
12d ago

We Offer

The PB APAC Service Desk Team in Mumbai provides a comprehensive first level support to all Credit Suisse Private Banking and Bank Branch users in India which includes Front Office, Operations, Financial Accounting, etc.

This team works very closely with the business as well as other support teams (Level 2, Application Operations, Application Development, Project, Technology Infrastructure Teams, and external vendors etc.

in resolving business related issues. The support staff member is expected to communicate effectively with users and resolve / escalate issues within service level agreements.

Below are the deliverables expected from this role :

  • Support PB applications and engage all users in a proactive manner
  • Act as the Single Point of Contact for all IT incidents and service requests
  • Provide first line application support including trouble shooting of issues and performing initial investigation
  • Incident / Request logging and tracking following the Request Fulfillment, Incident and Problem Management processes as per ITIL standards
  • Stack holder management, represent IT to India business and India CXO
  • Communicate request / incident status to relevant stakeholders
  • Coordinate and manage issue restoration efforts
  • Monitor progress of ticket in accordance with defined Service Level Agreements
  • Report and escalate exceptions / major incidents to the Service Desk Manager
  • Provide support for audit and regulatory related tasks
  • Coordinates UAT signoffs
  • Provide support for weekend maintenance activities / disaster recovery testing activities
  • Prepare and organize meeting with key business stakeholders
  • Attend knowledge transfer sessions with project / second level teams
  • Functionally and administratively report to the PB PTG Service Desk Manager
  • You offer :

  • Fluent in English (written and spoken);
  • Experience in managing customer facing teams and proven track record of leading by example
  • Thorough understanding of Service Desk operations, IT best practices, industry trends and customer service
  • Excellent written and verbal communication skills and relationship building
  • ITIL certification an advantage
  • Ability to cope with pressure and defuse high intensity situations
  • Values of transparency, accountability, commitment to excellence and client service quality
  • Candidate must have attention to detail; have the ability to work independently
  • Familiar with Equities / Securities / Bonds banking products is desirable
  • Familiarity to the following Private Banking application is desirable
  • Prior experience in Supporting Wealth Spectrum and Globus (T24) applications
  • Candidate must have good hands-on experience with RDBMS queries and Unix commands.

    You Offer

    The PB APAC Service Desk Team in Mumbai provides a comprehensive first level support to all Credit Suisse Private Banking and Bank Branch users in India which includes Front Office, Operations, Financial Accounting, etc.

    This team works very closely with the business as well as other support teams (Level 2, Application Operations, Application Development, Project, Technology Infrastructure Teams, and external vendors etc.

    in resolving business related issues. The support staff member is expected to communicate effectively with users and resolve / escalate issues within service level agreements.

    Below are the deliverables expected from this role :

  • Support PB applications and engage all users in a proactive manner
  • Act as the Single Point of Contact for all IT incidents and service requests
  • Provide first line application support including trouble shooting of issues and performing initial investigation
  • Incident / Request logging and tracking following the Request Fulfillment, Incident and Problem Management processes as per ITIL standards
  • Stack holder management, represent IT to India business and India CXO
  • Communicate request / incident status to relevant stakeholders
  • Coordinate and manage issue restoration efforts
  • Monitor progress of ticket in accordance with defined Service Level Agreements
  • Report and escalate exceptions / major incidents to the Service Desk Manager
  • Provide support for audit and regulatory related tasks
  • Coordinates UAT signoffs
  • Provide support for weekend maintenance activities / disaster recovery testing activities
  • Prepare and organize meeting with key business stakeholders
  • Attend knowledge transfer sessions with project / second level teams
  • Functionally and administratively report to the PB PTG Service Desk Manager
  • You offer :

  • Fluent in English (written and spoken);
  • Experience in managing customer facing teams and proven track record of leading by example
  • Thorough understanding of Service Desk operations, IT best practices, industry trends and customer service
  • Excellent written and verbal communication skills and relationship building
  • ITIL certification an advantage
  • Ability to cope with pressure and defuse high intensity situations
  • Values of transparency, accountability, commitment to excellence and client service quality
  • Candidate must have attention to detail; have the ability to work independently
  • Familiar with Equities / Securities / Bonds banking products is desirable
  • Familiarity to the following Private Banking application is desirable
  • Prior experience in Supporting Wealth Spectrum and Globus (T24) applications
  • Candidate must have good hands-on experience with RDBMS queries and Unix commands.

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