Senior Application Support

Volvo Group Digital IT – IT Services
Senior Application Support IT – Solution Center Marketing & Sales – GSQP

The Volvo Group culture is defined by a set of five carefully chosen values- Customer success, Trust, Passion, Change, and Performance. These values guide our day-to-day behaviour and drive our decision-making at all levels of the organization. They express our shared beliefs across countries and entities to form the basis for a high-performing culture that can help maximize the full potential of the organization. Our company values help guide us on that journey.

Solution Delivery Unit Commercial Solutions
Solution delivery Unit Commercial Solutions “Market and Sell Total Offer/Deliver & Develop Customer Loyalty” is a global unit within IT Services. The mission of the unit is to ensure that the Volvo Group's IT solutions and IT projects within the area of Commercial Solutions are managed in an optimal way.

Solution Centre VTM&S
The Solution Centre VTM&S is the function within Solution delivery Unit Commercial Solutions that is managing delivery responsibilities for core solutions for the sub-portfolios Prospect & customer management, Complete Offer and Sales Order Planning. The function has full responsibility for runtime (cost, quality of service) and for the delivery of projects.

The function is staffed with its own resources including experts in the corresponding Commercial Solutions area. The function is supporting roadmap design and long-term plan in its area and is responsible to drive deliveries according to the global solutions agenda.

Role mission & context
Application Support is a level 2 support team which has high competence and is specialized in the corresponding systems. The team receives incidents & service requests (SNOW) primarily from Dealer Business Support (DBS) and various other support teams across the globe. You will be supporting multiple applications across all the brands Volvo, MACK & UD.

Responsibilities:
Case handling

• Actively manage the tickets in SNOW. Quick response time. Quick resolution time.

• Diagnose and resolve where possible. Match solutions in Support Knowledge Base.

• Constructive feedback to the DBS Front Desks. Create articles in Support Knowledge Base.

• For cases escalated to 3rd Line Support Team (Maintenance Team), actively follow up the case and it’s progress

• Provide on-Call Support during non-working hrs on rotation.

• Implement continuous improvement activities and secure SLA.

Additional Responsibility

• Application Support team member may need act as a Shift responsible within the team.

Required competencies

• Relevant university degree, Excellent communication & presentation skills are a requirement

• Proficient in ITIL process. Complete proficiency in English is a requirement

• Previous work experience in runtime area could be an added advantage.

• Experience in SQL Server and XML. Good to have the Knowledge of MS SQL. ITIL, SDLC, Agile Scrum

We can offer

You get an opportunity to work together with highly skilled colleagues in an exciting, global environment which provides opportunities to develop both professionally and personally. You will be a key player in the Solution Delivery Unit COMMERCIAL SOLUTIONS. You will work in close collaboration with various stakeholders inside as well as outside IT services, delivering cutting edge services in line with the Volvo Group Strategy.

At Volvo Group we are actively working to establish teams that will take maximum advantage of the strengths inherent in differences in knowledge, experience, age, gender, nationality etc.

Job Location: Bangalore

Application screening will start immediately; we look forward to receiving your application as soon as possible