Principal Application Support Engineer
- Cvent
- 9 - 12 years
- Noida, Gurugram
- 11 months ago
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Job Description
Ensure adequate coverage for the 24/7/365 environment so that the queue is managed properly.Continuous monitoring of all web-based applications, KTLO and ensuring that every reasonable effort is made to restore service as quickly as possible in the event of an outage.
Coach and mentor senior and junior technicians to ensure personnel are working issues as efficiently and accurately as possible in a team oriented professional culture.
Drive technical staff to monitor and resolve customer issues.
Manage a team of 4-7 support engineers evaluating their performance.
Review and approve SQL scripts submitted by team members and guide team members technically as needed.
Prioritize, manage expectations and communication to all key stakeholders across all levels of the organization.
Partner with management team to continuously improve/ automate processes
Assist in future recruiting efforts for application support
Strong experience working with Incident, Problem, Change and Service Request ticketing systems
What you will need for this role:
Bachelors and/or Master's degree in Computer Science or equivalent experience.
9+ years of IT experience in a product development company, preferably in Software support environment.
At least 2 years of people management experience in a global software product development organization
Must have managed 24x7 app support operation for US based organization - hands on experience of App Support Operations & Incident handling
Strong technical background and hands-on on writing T-SQL queries
Hands-on experience in troubleshooting production issues for multi-tenant, highly scalable polyglot persistent web based applications
Hands-on experience working through the design, development and release cycle delivering software to market.
Strong oral and written communication skills to effectively engage, persuade, influence and articulate technical issues and solutions to a variety of stakeholders.
Must be organized, detail-oriented, and possess the ability to multi-task in a dynamic, fast-changing entrepreneurial environment
Strong customer service orientation along with the ability to build relationships across departments.
Strong working knowledge on ITIL (Incident / Problem / Change / Availability Management) and carry knowledge of managing true SaaS environment.
Exhibit leadership qualities and earn the respect this empowered position requires. - Ability to multi-task and prioritize projects, manage time, and practice detail oriented organizational skills.
Self-motivated; ability to maintain excellence in service with minimum supervision.
Use of good judgment and a sense of urgency in the decision-making process when assessing problems/situations.
Certifications in ITIL (IT Service Management), MS SQL, PMP preferred.
Job Classification
Industry: Software ProductFunctional Area:
Role Category: IT Support
Role: IT Support
Employement Type: Full time
Education
Under Graduation: B.Sc in Computers, BCA in Computers, B.Tech/B.E. in ComputersPost Graduation: MCA in Any Specialization
Doctorate: Doctorate Not Required
Contact Details:
Company: CventLocation(s): Noida, Gurugram
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Keyskills: Application support T-SQL PMP ITIL Incident handling
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Cvent
Cvent, Inc. (www.cvent.com) is the world's leading provider of cloud-based software for meetings and event management. Our platform of products includes software to manage and facilitate online event registration, meeting site selection, event management, e-mail marketing and web surveys. We also ...
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