Assistant Manager - Transformation

1. Application Support

• Provides first-line support for end-users facing application issues.
• Troubleshoots and diagnoses application-related incidents, escalating where necessary.
• Ensures timely closure of issues logged through the helpdesk system while maintaining high service-quality standards.

2. Incident & Problem Management

• Documents, prioritizes, and manages application-related incidents in the helpdesk system.
• Interacts directly with end-users to gather required troubleshooting details.
• Escalates complex or recurring issues to senior technical teams for resolution.

3. System Monitoring & Maintenance

• Supports monitoring of application health and performance metrics.
• Identifies recurring failures or process gaps and recommends improvements.
• Knowledge of SQL/KQL is a must
• Python and Power BI dashboard knowledge is an added advantage.

4. Cross-Functional Collaboration

• Works closely with IT infrastructure, development, and other support teams to resolve issues efficiently.
• Provides valuable input on user requirements and enhancement opportunities.
• Participates in application deployments, upgrades, and rollout activities.

5. UAT Test Case Creation

• Candidate should have US Mortgage domain knowledge, which is a must
• Acts as the primary liaison between business stakeholders, IT, development, and QA teams throughout the UAT lifecycle to ensure alignment and clear communication
• Reviews and validates business and functional requirements for completeness and testability.
• Develops detailed UAT test scenarios, test cases, and coordinates preparation and validation of test data.
• Facilitates UAT kick-off meetings, walkthroughs, and scheduled testing sessions.
• Supports business users during test execution by guiding testing activities and validating outcomes
• Performs root cause analysis, coordinates resolution with development and QA teams, and retests fixes to ensure closure.