Overview

We are seeking a skilled and dedicated L2 Incident & Service Request Specialist with a focus on Defect Triaging and Root Cause Analysis (RCA) for finance applications in the insurance industry. The successful candidate will play a crucial role in maintaining the integrity and functionality of our financial systems, ensuring that any issues are promptly identified, analyzed, and resolved. This position requires a deep understanding of finance applications, strong analytical skills, and the ability to communicate effectively with both technical and non-technical stakeholders.

Responsibilities

Incident Management

• Monitor and manage incidents related to finance applications, ensuring they are logged, prioritized, and addressed in a timely manner.
• Perform initial diagnosis and troubleshooting to identify the nature and scope of issues reported by users.
• Escalate incidents to L3 support or other relevant teams when necessary, providing detailed documentation and context to facilitate resolution.
• Communicate effectively with stakeholders regarding the status and progress of incident resolution efforts.
• Maintain accurate and up-to-date records of all incidents, including actions taken and outcomes achieved.

Service Request Management

• Handle service requests related to finance applications, including user access, configuration changes, and system enhancements.
• Ensure that service requests are properly documented, approved, and fulfilled in accordance with company policies and procedures.
• Collaborate with other teams to implement and verify changes requested by users, ensuring minimal disruption to business operations.
• Track and report on the status of service requests, ensuring timely completion and customer satisfaction.

Defect Triaging and Root Cause Analysis (RCA)

• Conduct thorough triaging of defects reported in finance applications, categorizing them based on severity, impact, and urgency.
• Perform detailed RCA to identify underlying causes of defects, utilizing analytical tools and methodologies.
• Work closely with development, QA, and other relevant teams to ensure that defects are accurately reproduced, documented, and resolved.
• Contribute to the continuous improvement of defect management processes, recommending and implementing best practices.
• Prepare and present RCA reports to management and stakeholders, highlighting key findings and recommended corrective actions.

Collaboration and Communication

• Serve as a liaison between technical teams and business units, ensuring that requirements and expectations are clearly communicated and understood.
• Participate in regular meetings and discussions with stakeholders to review incident trends, service request status, and defect management progress.
• Provide training and guidance to end-users and other team members on best practices for incident and service request management.
• Foster a culture of collaboration and continuous improvement within the team and the broader organization.

Documentation and Reporting

• Maintain comprehensive documentation of incident and service request processes, procedures, and best practices.
• Generate regular reports on incident trends, service request metrics, and defect management activities, providing insights and recommendations for improvement.
• Ensure that all documentation is accurate, up-to-date, and accessible to relevant stakeholders.

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