Digital Gateway Application Support Lead

A.Con DG US Implementation

Core Competency :

·IT Service Management (ITIL Framework) ·Digital Gateway Application Support ·Problem & Change Management ·Service Transition & Operations ·SLA/KPI Monitoring & Reporting ·Stakeholder & Vendor Management ·Process Optimization & Automation ·Risk & Compliance Management

Roles & Responsibilities :

·Lead service operations for Digital Gateway application, supporting global member firms and users. ·Manage end-to-end incident, problem, and change processes ensuring SLA compliance and minimal downtime. ·Collaborate with cross-functional teams to implement automation and self-service capabilities, reducing ticket volumes. ·Drive continuous improvement initiatives aligned with ITIL standards, enhancing service quality and client satisfaction. ·Prepare and present monthly service performance reports to senior leadership and stakeholders. ·Preparation and maintenance of project status trackers. ·Leading end client calls and project status updates ·Improved service availability to 99.9% uptime through proactive monitoring and root cause analysis. ·Reduced average incident resolution time significantly via process optimization ·Coach and mentor team members ·Stakeholder management ·o Interact and seek clarifications from engagement teams on the assigned tasks ·Interact with onshore to gather requirements for assigned tasks, deliver to requirements as applicable ·Continuously adopt process improvements and work towards improving efficiency in the performance of the process with innovative ideas ·Develop and deliver training sessions to the new joiners in the team ·Assist junior team members while performing tasks

Essential technical & functional skills

·Willing to work hard, enthusiastic and self-motivated. ·Strong analytical and advisory skills. ·Good communication and interpersonal skills. ·Able to work in fast moving and demanding environment. ·Strong commitment, multi-tasking and team player. ·Excellent oral and written communication skills in English (including strong presentation skills). ·Excellent project management, analytical, interpersonal, oral and written communication skills. ·Strong leadership and training skills. ·Professionalism, dependability, integrity and trustworthiness combined with a cooperative attitude. ·Highly motivated self-starter with ability to multitask and complete assignments within time constraints and deadlines ·Dedicated to superior client service ·Strong organizational skill and attention to detail. ·Ability to thrive in a dynamic team environment

Experience Level

Mid Level