Production Support Engineer(SJ-IQ) @ SE Mentor

Incident and Service Request Management

Willing to work in 24x7 support team

Own the knowledge management process. Writing and reviewing the knowledge base documents and effective use of the same within the team/project

Demonstrates the highest standards of accountability by effective communication, reporting, and handling/escalating of all technical and functional issues as and when they occur in a timely manner

Maintain effective project/stakeholder communication

Anticipate and identify delivery delays or errors and make sure the customers/stakeholders are advised of progress and actions being taken

Ensure all Service Level Agreements are honored to required quality and support standards

Identify areas for improvement and automation in the process

Willingness to work in a flexible schedule, for extended periods of time in a 24*7 environment including rotational shifts, Weekends and Public Holidays

Available on phone/email for the team for any off-business hours support

Share daily/weekly reports with stakeholders and management

Maintain and update stakeholder contact information for off-hours support team, in event of an application/job failure situation.

Advanced SQL

MDM

ETL

Incident Management