Application Support, Production support @ Quess Corp Magna

Job Description

lOCATION: Bangalore

Role Summary: As an experienced L2 Engineer, you will:Primarily making our customers think you are magical by resolving complex problems through your technical and product expertise. When you learn more about our product suite, you will be able to extend your depth of knowledge on the products you support, as well as expand to new technology stacks and supply chain domain knowledge. To hone your technical prowess, dig deep into database, data files, logs, and traces to find the source of any problem. Finally, you will be someone our customers trust. They will depend on you to provide timely and accurate information to their application issues.

Responsibilities:

• Prior experience of working in Application/Production support environment.
• MySQL knowledge and SQL querying abilities are needed. Skills in Python scripting would be advantageous
• Troubleshooting and developing new solutions that solve the root cause of customer problems in tickets elevated from our L1 support team. Work independently in the team
• Problem Management (identifying recurring incidents, notifyL3 for permeant fixes)
• Along with Customer Success Manager, participate in Weekly & Monthly reviews with the customers.
• Writing step-by-step processes, technical solutions, and ticket updates to customers using clear and concise English.
• Study ticket patterns and suggest improvement. Identify areas that can be automated.
• Experience in Application support ticketing tool such as ServiceNow& Jira
• Thorough understanding of SLA Management & Operational reporting.
• Provide value to the Customer in line to Quality, Process Improvements & Other customer centric initiatives.
• ITIL V3 Foundation Certified and through in-Service management processes, Event Management, Incident, Problem Management & Change Management.

Soft Skills

• Excellent communication skills (English written & spoken)
• High flexibility and commitment for new challenges and extended requirements beyond SLA
• Able to operate in a global matrix organization.

Required Qualifications:

• Bachelors Degree in Computer Science/IT or related field3-6 years experience

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