Technical Support Specialist

Role- L2 -Application Support

Location- Gurgaon

Experience- 4.5 to 5.5 yrs

Description

We are looking for passionate people willing to work in a dynamic high growth environment. If you are passionate and love challenges while growing your career, there has never been a better time to join us.

Must Have- Advanced Troubleshooting skills in Linux/Solaris/Oracle/Cluster/Rack /Java/Tomcat/TCP/IP

- Knowledge of DB Performance reports (AWR/ADDM/ASH) / Storage Performance Reports (NAR Analysis)/OS Tuning Parameters/TCP Dump /Java Thread Dump

- Awareness of Hardware Issues related to server/storage/switches/Load Balancer/Network etc

- Basic Knowledge of AWS/Azure/DevOps

Good knowledge of Mobile Money & Pretups

Roles and Responsibilities

- Participate in local Ops Reviews

- Support & coordinate in preparing RCAs with backend support team

- Support & coordinate for all CRs to implemented on the system with Client & backend support team and L1 Team

- Make configuration change or apply patch to meet customer requirements or resolve complaints

- Drive Product and Process Quality Improvement

- Minimizing Customer escalations proactively with proper customer response and updates

- Analysis of Issue while escalating to L3 level/SMEs

- Maintain Key Accounts - Governance Model and Mechanism

- PPI score improvement

- Overlook and intervene in Compliances : Case Resolution details update in the FAQ tool

- Meeting First response time SLA , Using Ticketing Tool and Email and work with L1 team and SMEs on the same

- Support Ticket Reduction (Normalized as Average number of tickets per installation)

- Automation on the product/process to reduce manual efforts/misses