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.
Strong code debugging knowledge in SQL, PLSQL area to identify the root cause and solution for the complex issues.
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.
Numbers & Facts
Location
Alpharetta, GA
Industry
Other/Not Classified
Company Size
100 to 499 employees
Skills
Automationunmatched
Change Managementunmatched
Change Requests/Ordersunmatched
Communication Skillsunmatched
Customer Escalationsunmatched
Customer Satisfactionunmatched
Debugging Skillsunmatched
ITIL (IT Infrastructure Library)unmatched
Identify Issuesunmatched
Incident Responseunmatched
Knowledge Baseunmatched
Maintain Complianceunmatched
Maintenance Servicesunmatched
On Callunmatched
Oracle DBA (Database Administrator)unmatched
Oracle PL-SQLunmatched
Performance Analysisunmatched
Problem Solving Skillsunmatched
Process Improvementunmatched
Root Cause Analysisunmatched
SQL (Structured Query Language)unmatched
Sales Managementunmatched
Service Level Agreement (SLA)unmatched
Software Administrationunmatched
Software Patchesunmatched
Support Documentationunmatched
Technical Supportunmatched
Time Managementunmatched
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