Company Name:-
Mott MacDonald

Job Location:-
Chennai, Tamil Nadu

Job Summary:-
Key Duties and Responsibilities:
Provide 3rd line support in issue related to DeltAek ERP system, SAP Success factors, Finance, HR applications and CRM tool(s) from Operations Centre in a 24×7 shift based operations setup application.

Manage, monitor, and resolve incidents and requests in line with agreed internal Service Level targets
Collaborate with our third-party support partners to get resolution for issues escalated to them.

Ensure performance of day-to-day activities and checks as part of the on-going maintenance support in a timely manner and provide input to a forward schedule of maintenance, upgrades, and support activities, projects
Ensure compliance with Mott MacDonald standards, policies, and regulations.

To contribute to continual service improvement activities
To share knowledge as part of shift left exercise with 1st and 2nd line support teams
To document KB articles and maintain run books for assigned services from support perspective
To work effectively with the Change Manager to ensure change does not happen outside of the Change Control process.

Candidate Specification
Formal Education & Certification:
A relevant degree or equivalent is essential – BE/B Tech/MCA from a reputed institute.

ITIL V3 foundation is desirable.

Essential:
Experience in providing applications services support in a global team as part of a multinational organisation.

Experience of IT Service management best practices, especially Incident, Request, Problem and Change Management.

Experience is proving support for large scale deployment of ERP systems (Projects).

Experience in roll out support for large scale application deployments
Desirable:
Experience in providing support for Deltek or other ERP systems.

Knowledge in Success Factors, CRM Tools.

Query, Scripting, Database skills, SaaS support
Formal accreditation in ITIL v3 or other best practice framework.

Personal Attributes:
Excellent English communication skills – verbal and written.

Excellent interpersonal skills.

A motivated team player to work as part of the team to meet deadlines.

Superior analytical, evaluation, and problem-solving abilities.

Logical and analytical approach to problem solving and finding solutions.

Ability to multi-task and prioritize when un

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