We are looking for Technical Support Engineer (L1) to provide enterprise-level assistance to our customers and internal stakeholders. Resource would be required to diagnose and troubleshoot application/ network problems
Roles & Responsibilities include
- Provide production support and manage incident resolution against established SLAs
- Maintain detailed and up-to-date documentation of issues, resolutions of the solution procedure
- Manage service requests to fulfil business and product support requests
- Communicate planned/unplanned outages.
- Collaborate with internal teams to resolve client/internal team production issues.
- Prepare and provide operational and performance dashboards for KPI trending and reporting
- Become a subject matter expert who provides various teams with an in-depth understanding of a product's business and technical aspects.
Skills required & Qualification
- 12 - 15 years experience managing production support of critical IT application
- BS/ BTech in Computer Science, Information Systems, or equivalent required.
- Good understanding of relational databases such as Oracle, MS SQL & MongoDB
- Proficient in MS Office, Outlook
- Robust written and verbal communication, interpersonal, presentation, client service and business writing skills.
- Hands on experience with APM (Application performance monitoring) , network monitoring and Full stack observability tools such as SumoLogic, Coralogix, AppDynamics
- Hands on experience in following systems/ programming language will be added advantage a. Finacle b. Phyton