Production Support Engineer @ Msr Cosmos It Llp

Job Description

L2 Support Engineers Location: Greater Noida Willingness to work nightshift, weekends and/or public holidays on a rotational basis with other engineers Must Have Skills (One of these Skills - PowerBI/Tableau/BO/DWH/DataStage/Denodo/Snowflake/SAS) Job Details Overview: Responsible for triaging & responding to, investigating and resolution of customer support tickets within SLAs. Monitoring applications and infrastructure alerts, and reacting quickly. Recommending and implementing solutions to mitigate repeat product issues. Taking ownership and responding to open support tickets Closing open support tickets by adhering to the production support service level agreements Identifying and implementing automation opportunities to ensure success. Perform analysis of integration logic and system processes and provide adequately descriptive solutions and responses back to Customers. Effectively document investigative steps and analysis to escalate technical issues to the. Product and Engineering team (Tier 3). Escalate incident tickets through the appropriate channels and hold those escalated to accountable for responding in accordance with SLAs. Provide prompt, professional, and accurate communication with customers, vendors, and colleagues to bring a fantastic experience - ability to explain what happened and why, whilst proposing solutions and securing sponsorship to implement them. Interface with colleagues to ensure completeness and relevance to customer requirements. Prioritize and manage multiple open tickets at one time, Share valuable knowledge with Support colleagues. Investigate any identified issues with the implementation and then proactively drive resolution. Participate in critical (P1) incident DDA / RCA by providing root cause analysis and identifying corrective actions as well as contributing to preventative measures. Maintain up to date product knowledge and awareness of new features. Willingness to work nightshift, weekends and/or public holidays on a rotational basis with other engineers. Key Performance Aspects: Root cause investigation and problem management effectiveness. Meeting Service Levels on all tickets. Quality delivery of customer solutions resulting in increased overall satisfaction. Ticket management efficiencies i.e. response time, resolution time, providing regular updates. Internal and External communications are of sufficient quality, form, and standard for all communication methods. Education: Engineering degree or MCA from good institute Domain: Banking Domain knowledge is good to have

Employement Category:

Employement Type: Full time
Industry: IT Services & Consulting
Role Category: Network / System AdministrationService / Installation / Repair
Functional Area: Not Applicable
Role/Responsibilies: Production Support Engineer

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Keyskills:   Tableau DWH DataStage Snowflake SAS PowerBI BO Denodo