RESPONSIBITIES

• Troubleshooting of Applications related issues.
• Second Level Support, escalation to respective integrated teams & follow-up for prompt resolution.
• Provision of technical resource for application Support and integration projects (LAAS)
• Incident reporting, monitoring, tracking and resolution.
• Conclusively resolve all emails, enquiries and complaints received from customer support or user support team.
• Escalate issues to frontend or backend engineering team when need arises.
• Re-direct all wrongly routed emails to the right teams for prompt resolution.
• Address all user complaints from customers within SLA.
• Generate and analyses trends, successes, and failure rates on all related applications for performance evaluation and to provide recommendations in area needed to aid continuous improvement of the applications.
• Fetching of application logs, analyze and resolve issues and/or escalate as appropriate.

REQUIREMENTS & SKILL

• Good analytical and problem-solving knowledge.
• Comprehensive experience of managing daily service support of applications and its Infrastructures.
• Highly self-motivated and directed.
• Keen attention to details.
• Proven analytical and problem-solving skills.
• Ability to effectively prioritize and execute tasks in a timely manner.
• Strong customer service orientation.
• Experience working in a team-oriented and collaborative environment.
• Strong technical documentation skills.
• Good written and oral communication skills.
• Good interpersonal skills.
• Ability to present ideas in a user-friendly language.
• Excellent usage of all collaborative tools (Slack,Gmail, Google meet etc.)