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 solid 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 (India)
🏢 Wilco Source
📍 India