Role Overview

Monitor and manage incoming tickets, ensuring all incidents and service requests are logged, categorized, and prioritized appropriately. Accurately determine issue severity and complexity to classify as Level 1 or Level 2. Escalate unresolved issues to higher-level teams or external vendors while maintaining ownership until resolution.

Responsibilities

- Monitor and manage incoming tickets, ensuring all incidents and service requests are logged, categorized, and prioritized appropriately.
- Accurately determine issue severity and complexity to classify as Level 1 or Level 2.
- Escalate unresolved issues to higher-level teams or external vendors while maintaining ownership until resolution.
- Issue Triage and Resolution
- Conduct initial investigation and root-cause analysis for reported incidents.
- Troubleshooting and Analysis
- Diagnose technical and functional issues in modules including AP, AR, GL, FA, HR, Banking, and others.
- Customer Communication
- Maintain professional and timely communication with users, keeping them informed about issue progress and resolution timelines.
- Translate technical findings into user-friendly language to ensure clarity.

Required Technical and Professional Expertise

- 3-4 years of experience in a Support Analyst or similar role.
- Proven experience in ERP system support, particularly Maconomy.
- Comprehensive knowledge of Maconomy Financials modules, including Accounts Payable (AP),



Accounts Receivable (AR), General Ledger (GL), Fixed Assets (FA), Human Resources (HR), Sales Orders, Timesheets, Expenses, Contract Management, Subscriptions, Reporting, and Banking.
- Hands-on experience with ticketing and incident tracking systems (e.g., ServiceNow, Jira).
- Familiarity with ITIL best practices and frameworks.

Preferred Technical and Skilled Experience

- ITIL Foundation Certification or equivalent.
- Training or certification in Maconomy Financials is an added advantage.
- Skilled in creating clear, user-friendly documentation and reports.
- Excellent verbal and written communication skills for engaging with technical and non-technical stakeholders.
- Strong analytical skills to identify root causes and implement effective solutions.
- Ability to balance multiple priorities while maintaining a focus on quality and deadlines.
- Bachelors degree in Computer Science, related technical field, or equivalent practical experience; Certification in one or more of the hyperscalers (Azure, AWS, and Google GCP) - otherwise, you can obtain certifications with Kyndryl; Experience with DevOps tools and modern engineering practices.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Maconomy SME (Tamil Nadu)
🏢 Kyndryl
📍 Tamil Nadu