Job Description

Project descriptionThe goal is to demise Odyssey and GitLab and switch to bank's DevCloud build toolchain. The team comprises the following functional areas: Build & Deploy DevOps toolchains (Odyssey and CS GitLab) Security scanning Collaboration Tools Software Governance These functions are supported by various systems and applications used by engineers to build and deploy their internally built and vendor applications while meeting all regulatory requirements. There are two Build & Deploy DevOps toolchains: Odyssey and GitLab, with Odyssey covering approximately 80% of applications and CS GitLab covering the remaining 20%. There are seven approved supported deployment tools (which are maintained outside of this team), and Odyssey and GitLab will call these tools to deploy artefacts onto a target environment. The goal is to demise Odyssey and GitLab and switch to bank's DevCloud build toolchain.Responsibilities

• o Triage the issue (or fulfill the request) following the Knowledge Base (KB), which includes:
• Providing our customers with professional multi-lingual technical support for various business critical applications by phone, chat and email
• Taking ownership of each client issue through root cause and solution
• Interacting daily with internal 2nd and 3rd level support staff, with Traders / Sales / Client Relationship teams and with external client technical staff
• Coordinating / escalating to other support teams and business groups - Collecting complete information from the end user (via Teams communication) - Running automated troubleshooting packages/scripts - Advising the end user - Documenting the issue in the ticket - Resolve the ticket or assign it to the L2 sub-group - If required, return to the user for more information required by L2, or to relay information from L2 - providing 24/7 support in rotas (1st, 2nd and 3rd shift)

• Ideally 1-2 years of customer support experience
• Fluency in English (written and spoken)
• General interest and understanding of Internet technology, as well as understanding of most common Operating Systems
• Extraordinary client focus, friendly and helpful approach
• Excellent communication skills, as you must be able to express yourself effectively in both business terms and technology terms
• Ability to work under pressure
• Team player

Luxoft