Application Support IT

Position

Application Support IT

Organizational belonging (unit)Report to

Digital Delivery Area – Dealer Management and Dealer Support Center

Delivery Manager

LocationNo of Subordinates

Bangalore

NA

0

Application Support IT

The Front Desk personnel are expected to work in the Sales and Retail Support area. He / She would work on providing technical support for Sales and Retail applications as level 1(1.5) support from Volvo Group IT


2

Application Support IT

  • Provide IS/IT support to retail applications
  • Be available and communicate with end users via telephone and email (Inbound and Outbound)
  • Respond to and handle calls by phone or email in a professional and efficient manner
  • Attend to functional and technical questions and issues that arise within the applications supported
  • Register and Diagnose every call/mail in case management tool by following predefined policies and procedures
  • Follow up and seek solutions for application issues – follow up with End users, Business and with different support teams
  • Be responsible for effectively and efficiently managing the relationship with end users
  • Follow defined escalation path for all the processes involved
  • Take necessary actions to expedite the resolution process
  • Provide and communicate the appropriate solution to the customer in a timely manner
  • Analyze survey results and make appropriate actions
  • Analyze case statistics
  • Analyze missing quality parameters and prepare corrective actions
  • Active participation in UAT and Release discussions as SPOC from the delivery
  • Adhere to predefines SLAs


4

Application Support IT

  • Bachelor’s degree in Computer Science or related field
  • Excellent spoken and written skill in English
  • 3-5 years of Technical Support/Application support experience
  • Working knowledge on executing/writing basic SQL queries
  • Develop and analyse PowerBI reports
  • Hands-on experience with SNOW tool
  • Basic programming skills in any technology
  • Good to have knowledge on Test Automation, RPA
  • Open to work in shifts – 24x5
  • Excellent communication, phone etiquettes and interpersonal skills
  • Self-initiative, pro-active, hardworking, good attitude and be a team player

The Volvo Group drives prosperity through transport solutions, offering trucks, buses, construction equipment, power solutions for marine and industrial applications, financing and services that increase our customers’ uptime and productivity. Founded in 1927, the Volvo Group is committed to shaping the future landscape of sustainable transport and infrastructure solutions. Countless career opportunities are offered across the group’s leading brands and entities that share a culture of Trust, Passion, High Performance, Change and Customer Success. 
www.volvogroup.com/career. 

Volvo Group IT manages the Group’s overall IT strategies and plans and has the end-to-end responsibility for all development, delivery, support of IT solution and services for the Volvo Group.

We are more than 6000 people based in 36 countries working in a completely global organization. We are a team of highly skilled professionals who work with passion, trust each other and embrace change to stay ahead. We make our customers win.

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