Sr. Engg (SA1) - GTS

 Roles & responsibilities 
Provide operational support for business applications to ensure stability, performance, and alignment with organizational objectives
Deliver day-to-day support and resolve escalated issues by identifying effective solutions and practical workarounds tailored to the audit practice
Define and clarify business requirements to support timely and accurate issue resolution
Partner with RUN teams to investigate incidents and drive resolution activities
Communicate issues, impacts, and resolutions clearly to internal and external stakeholders
Maintain and curate a centralized repository of known issues, solutions, and workarounds
Own escalation management for priority incidents, coordinating triage, root-cause analysis, and long-term fixes across development, operations, and vendor teams
Develop and maintain knowledge bases, runbooks, and standard operating procedures to reduce MTTR and improve first-contact resolution.
Build and sustain trusted relationships with global and member firm stakeholders through clear and consistent communication of status, risks, and decisions
Ensure adherence to firm policies, quality standards, and audit requirements through accurate and thorough documentation
Apply ITIL-aligned incident, problem, and change management practices for effective service delivery
Support Agile ways of working by managing backlogs and work items using Scrum or Kanban practices
Analyze logs, basic SQL data, and monitoring outputs to support troubleshooting and root-cause identification
Operate effectively across time zones and cultures, influencing outcomes without direct authority
Demonstrate strong attention to detail, documentation discipline, and a commitment to quality and continuous improvement.
 

 Roles & responsibilities 
Provide operational support for business applications to ensure stability, performance, and alignment with organizational objectives
Deliver day-to-day support and resolve escalated issues by identifying effective solutions and practical workarounds tailored to the audit practice
Define and clarify business requirements to support timely and accurate issue resolution
Partner with RUN teams to investigate incidents and drive resolution activities
Communicate issues, impacts, and resolutions clearly to internal and external stakeholders
Maintain and curate a centralized repository of known issues, solutions, and workarounds
Own escalation management for priority incidents, coordinating triage, root-cause analysis, and long-term fixes across development, operations, and vendor teams
Develop and maintain knowledge bases, runbooks, and standard operating procedures to reduce MTTR and improve first-contact resolution.
Build and sustain trusted relationships with global and member firm stakeholders through clear and consistent communication of status, risks, and decisions
Ensure adherence to firm policies, quality standards, and audit requirements through accurate and thorough documentation
Apply ITIL-aligned incident, problem, and change management practices for effective service delivery
Support Agile ways of working by managing backlogs and work items using Scrum or Kanban practices
Analyze logs, basic SQL data, and monitoring outputs to support troubleshooting and root-cause identification
Operate effectively across time zones and cultures, influencing outcomes without direct authority
Demonstrate strong attention to detail, documentation discipline, and a commitment to quality and continuous improvement.
 

 This role is for you if you have  the below
Educational qualifications

Bachelor's degree in Computer Science

Work experience
4-6 Years of Experience