Description

Responsibilities:

  • Responsible for handling Level 2 analysis, trouble shooting and resolution.
  • Responsible for handling product queries.
  • Handling all the communication related to the assigned customer accounts.
  • Coordinating the issues internally and with outsourced partners, service providers and onsite/Client teams.
  • Responsible for maintaining and making available up-to-date contact information, supported product lists, technical information regarding products, troubleshooting information, all known fault handling information and other information of general use.
  • Emergency Support handling on a 24/7 service level, with on call support during the weekend.
  • Implement workarounds to limit customer downtime. Subsequently follow-up and ensure implementation of permanent solution.
  • Participate or organize Technical Call Bridge to address technical diagnostics & collaboration with customers and partners.
  • Maintain all the connectivity and account details from a support perspective to provide efficient support.
  • Ensuring SLAs to better level than customer contract.
  • To execute tasks allocated by the reporting manager in a timely manner
  • Coordination with customer/partner SPOC for all technical aspects
  • Multitask and handle various tasks based on priority
  • Coordination with customer/partner SPOC for all on-site tasks on resolving queries
  • Incident management, reporting, Runbook, RCA preparation

Required skills:

  • Programming Languages: Proficiency in Java and Python for application development and troubleshooting.
  • Cloud Technologies: Familiarity with Azure and its services for cloud-based applications.
  • Data Management Tools: Experience with database technologies such as SQL and MySQL, along with data integration tools like Informatica.
  • Incident Management Systems: Hands-on experience with ServiceNow and JIRA for incident tracking and resolution.
  • Monitoring Solutions: Familiarity with monitoring tools such as Dynatrace, Datadog, or Splunk for system performance analysis.
  • Job Scheduling Tools: Knowledge of Autosys for job scheduling and monitoring.
  • Operating Systems: Proficiency in working with UNIX and Linux systems.

Key Skills
Education

Any Graduate

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