Job Details Implementing ADDA Gatekeeper product onsite or via remote assistance Client s requirement gathering. Continuous monitoring of the usage and regular followup Perform application troubleshooting.
Root Cause
Analysis and resolving software and Hardware issues. Manage customer relationship and be the single point of contact for customer queries Track application related issues with clients and drive them to closure. Coordinating with various teams to ensure that Incidents are effectively resolved within SLA and escalate during critical and high priority Incidents and ensuring more expertise is available to resolve the incident within the said SLAs. Ensuring that the incidents are accurately isolated and diagnosed Testing of functional scenarios, compatibility, UI and user acceptance. Reporting enhancements, bugs, problems and re- occurring incidents to the development team and senior- level managers. Delivering complete software training to end- users and operations staff by means of verbal instructions and specially designed documents and presentations. Keeping abreast with the latest advancements in technology and recommending integrations or recent features.