Automation, Change Management, Change Requests/Orders, Communication Skills, Customer Escalations, Customer Satisfaction, ITIL (IT Infrastructure Library), Identify Issues, Incident Response, Java, Knowledge Base, Maintain Compliance, Maintenance Services, On Call, Oracle PL-SQL, Performance Analysis, Problem Solving Skills, Process Improvement, Root Cause Analysis, SQL (Structured Query Language), Sales Management, Service Level Agreement (SLA), Software Administration, Software Patches, Support Documentation, Technical Support, Time Management, Unix Operating Systems
Java L2 Support (Banking application support experience)
Technical skills: Java, SQL, PL/SQL, and Unix are required
Job Description:
We are seeking a proactive, dedicated & technically skilled resource to join our team and provide technical assistance for our applications and systems. The ideal candidate will be responsible for taking lead of the applications, ensuring smooth operations, resolving issues, guiding team technically and maintaining high levels of customer satisfaction.
Key Responsibilities:
Provide expert-level troubleshooting and resolution for complex technical issues.
Provide Level 1/Level 2 support for applications and systems.
Monitor system performance and proactively identify potential issues.
Respond and resolve incident tickets/change requests/service requests within defined SLAs.
Perform root cause analysis and implement preventive measures.
Collaborate with development and infrastructure teams for issue resolution.
Create, maintain and update knowledge base for known issues and support documentation.
Participate in on-call rotation and provide after-hours support as needed.
Participate in client meetings and status reviews.
Ensure compliance with ITIL processes (Incident, Problem, Change Management).
Support in application deployment activities, patching and upgrades.
Identify the improvement areas/manual activities & work on process improvements/automation.
Communicate effectively & provide timely updates to stakeholders and end-users.
Manage client escalations and have effective communication with client in calls as required