SDL (LSE : SDL) is the leader in global content management and language solutions. With more than 20 years of experience, SDL helps companies build relevant digital experiences that deliver transformative business results on a global scale.
Seventy-nine of the top 100 global brands trust SDL to simplify the complexity of managing content across multiple brands, websites, languages, and devices.
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This exciting, fast paced internal facing role requires an excellent communicator with the ability to use their own initiative.
The successful candidate will join our Business Applications Support Team which is part of SDL’s Global IT Team. This team provide applications support services to over 4000 end users across the globe.
Some are purely internal facing which also includes legacy applications,
Human Resource system Sage People
Finance Management system SAP Concur
Credit Control Management system Onguard Solutions
Project and Budget Management system (In-house application)
Online Ordering systems (In-house application)
Online Training solution Skillsoft etc.
Others are external facing ones used by our SDL employees, clients and freelancers,
Query Management system Kaleidoscope SmartQuery
Operational workflow applications Appian Technology etc.
All these systems are critical to the operation of SDL as a whole and are growing both in terms of numbers of systems in use as well as users using them.
This role will require working in shift-based schedules, providing support 24x5 with occasional evening / weekend work which is envisioned to scale to 24x7.
The ideal candidate will be highly motivated with an excellent customer focused, methodical approach and commitment to service delivery with good knowledge on all business systems.
Role / Responsibilities
Delivery of Support Services :
Responsible and accountable for the tracking of incidents and requests from initial identification through to resolution, ensuring that appropriate categories for logging and escalating incidents and requests are used.
Interact with users to resolve applications related issues and provide Application Support in a timely manner in line with company SLA’s.
Provide end-user application support for internal SDL employees, ensuring that the end-to end customer experience is positive, consistent and high quality.
Manage Service Centre tickets to ensure all cases are dealt with on time; end user support may be provided face to face, via phone, email or Skype.
Responsible for the management of all issues assigned to them through the Service Centre incident management system. Ensuring that the status and history of issues are monitored, up dated and closed on completion.
Responsible for ensuring that all policies and procedures are followed and propose changes to support processes to improve the quality of service.
Responsible for planning and organising daily workload. This includes prioritising service calls and adjusting work plans to support high priority calls to meet operational requirements.
The types of support provided will include the use of remote control software, email advice and at desk support to SDL’s pan Global user base.
Responsible for performing pre-emptive tasks as well as scheduled maintenance tasks to ensure the data integrity within the systems.
Provide data reports to the relevant stakeholders in timely manner.
Liaison with Product Owners and Product Development teams to ensure that the bugs and defects identified in the production systems are reported on time to them and all product change and release deployments are closely monitored and reported on.
Collaborate with other IT teams like the IT Service Delivery team, Infrastructure team etc when the resolution of the reported application issues is dependent on the change or fix which is to be implemented on IT side.
Assist the Global IT Project Management teams on projects concerning these applications like providing subject-matter data, perform application testing etc.
Collaborate with the other departmental resources like Finance personnel, Programs Managers etc to ensure that the actions taken on the data within the systems align with SDL’s policies and processes.
Update and Maintain the Support Knowledgebase documents and instruction guides when required and where appropriate.
As part of continued development the role will require ad-hoc project work to be carried out.
Location / Mobility
The post holder will not be required to travel between SDL offices as this is an office based role located out of our Bangalore site.
The post holder should be aware of the legislation behind data protection within their jurisdiction and follow relevant regulations and codes of practice to ensure appropriate action is taken to safeguard confidential information.
This job description is not exhaustive and can be altered in consultation with the post holder.
The post holder will be required to work in shift based schedules which includes working on weekends and public holidays.
The role is desk-based and the post holder will be required to work from their office work stations.
Bachelor’s degree in Science or Computers
Foundation Certificate in ITIL
Training and / or certification in SQL database
Practical experience of supporting applications to ensure their operability and efficiency.
Hands-on experience working on support tickets.
Good verbal and written communication skills (English).
Working knowledge of Databases and how to write or analyze SQL database queries.
Strong analytical skills.
Good numerical skills.
Practical experience in using / creating / updating / maintaining knowledgebase and support documentations.
Good understanding and knowledge of Microsoft Office (especially Microsoft Excel)
Willingness to work in Shift Based Schedule
Logical and methodical approach to working
Ability to negotiate with and influence staff at all levels
Working knowledge of Linux OS and commands
Knowledge of Windows Operating Systems
Knowledge of ISO 27001
Knowledge of ITIL
Knowledge of scripting in PowerShell , batch files or VBScripts
2.5 3.5 years’ experience within an Application support environment
Support experience working with Business Applications’ products like ERP, HR management system etc.
Knowledge and previous experience in any other technology environment.
Ability to work effectively with various types of end-users.
Ability to work under pressure efficiently.
Ability to multi-task, prioritize and manage workload.
Self-motivated and self-reliant with ability to work independently.
Excellent attention to detail and be pro-active, hardworking and patient.
Ability to excel both independently as well as part of a team.
Professional punctual, reliable, trustworthy, inspires confidence
Applicant should have willingness toward self-improvement and continuous learning
Global IT Service Centre Manager