Job Accountabilities (duties and responsibilities)

 Possessing specialist knowledge of operating systems, devices, applications and
software
 Experience in MS SQL & Oracle Database.
 Providing technical support to teams within the organization, and to external
clients when required
 Assisting with systems integrations
 Managing ticketed query system and ensuring comprehensive database of queries
and resolutions is kept up to date
 Maintaining and updating technical documents and procedures
 Identifying and resolving technical issues
 Managing coordination at a local and vendor level where required
 Delivering regular and customized training to teams within the business
 Preparing maintenance plans and upgrading schedules for the organization’s
systems
 Developing reports for teams across the business
 Manage customer expectations regarding estimated response times for issue
resolution
 Gather all the required information needed and provide to next level support (L2)
for quick/accelerated investigation and to deliver fixes within SLA timelines




 To support/resolve software and technical questions from the end users of the
customer efficiently and effectively
 On need basis discuss with the business teams to seek additional details about the
issue.
 Prioritize the ticket with the right severity levels basis business impact
understanding from the client.
 Collaborate with all the Product Support team members to properly manage
Customer inquiries and escalate when appropriate.
 Own software product issues of the client from initial reporting to resolution,
coordinating with L2 and L2 team and communicating the progress/resolutions
with customers on regular basis.
 Run monitoring reports for usage, performance, and/or availability.
 Gather the logs from the software product and also the app server and perform the
initial investigation
 Coordinate with end user and support the L2 and L3 team in recreating the
reported issue.
 Meet SLAs like response

📌 Application Operation Support Engineer (Navi Mumbai)
🏢 ESDA
📍 Navi Mumbai