Greetings from Wilco Source A CitiusTech Company

Position: Technical Support Engineer

Location: Pune

Mode: Full time

Experience: 5+ Years

Notice Period: Immediate to 15 days

Note: The candidate should be comfortable to work in rotational shift

Job Description

- 5 years of strong production support (L1/L2) experience.
- Working Knowledge in Java, Unix, Azure (Kubernetes and Dockers) & SQL.
- Take ownership of user problems and be proactive when dealing with user issues.
- Monitor all alerts and report any issue that may significantly impact the business.
- Monitoring, analyzing, troubleshooting problems, providing code fixes and testing.
- Issue and query resolution.
- Willing to work 24x7 shifts on a rotational basis.
- Create/develop/utilize application monitoring solutions to enhance application availability and performance in production.
- Conduct root-cause analysis and propose a corrective action plan.




- Follow established set of processes while handling issues and for proper escalation of unresolved issues to appropriate internal/external teams.
- Responsible for reports, requests (like RFP), Maintaining the SLA (Service Level Agreement) and account payable records.
- Maintain logs of all issues and ensure resolutions according to quality assurance tests for all production processes.
- Ensure on-time delivery of all assigned tasks incidents, problem tickets, etc.
- Experience in handling Critical Incidents (P1 and P2) and Bridge call.
- Adhere to the defined support delivery process/guidelines.
- Problem Management, Incident Management, Change Management, SLA Compliance.
- Excellent interpersonal skills, team player, proactive, self-starter and motivated.

📌 Senior Technical Support Analyst (Pune)
🏢 Wilco Source
📍 Pune