Need the person to be self-motivated, energetic and eager to build relationship with stakeholders from different cultures.
Knowledge Gathering and documentation - person will be required to gather service functional knowledge by coordinating with stakeholders spread across Bangalore and London.
Availability - Person will need be highly available as s/he will be primary contact to Hexagon users spread across globe. S/he will be required to work in Shifts (India shift or UK shift) as per business requirements.
Coordination and Follow-up - Person will be required to do effective coordination with interfacing systems and vendor support teams to get user issues resolved within SLA. Follow standard procedures for escalation of unresolved issues to the appropriate contacts.
Communication - Person will be required to have excellent communication skills, to present user issues very clearly to IT and Operation team, provide summary of user issues to senior stakeholders. Will need to setup and drive daily calls with support and Ops teams.
Negotiation Person will be required to negotiate with Vendor support and Ops team, with primary objective to serve HSBC business interests.