Senior Support Engineer

Job Purpose: Senior Support Engineer is part of the CMA Support Team and will be serving users/clients for support on issue and problems related to application.

Overall Summary Of Role

Senior Support Engineer should analyze and resolve issues/incidents within the agreed SLA matrix. If the incident cannot be resolved within the support team, the analyst should acquire desired level of knowledge to resolve it by liaising with various teams like Product Management, Development, Database, etc.

Key Responsibilities

• Strong sense of ownership and ability to follow tasks through to completion.
• Ability to engage with and seek input from others to ensure delivery to agreed SLAs.
• Gather as much information as possible from the users/clients about the reported incident to help resolve an issue/incident.
• Escalate to immediate superiors for critical issue based on priority and complexity.
• Keep user/clients updated about incidents resolution plan.
• Providing technical support to teams within the organization, and to external clients when required.
• Monitoring the inflow of mails/tickets assigned to support and ensuring it is resolved based on the SLA.
• Ready to work 24/7, after normal working hours and even during the weekends when required as per the demand of the situation.
• Responsible for keeping Knowledge Base and FAQs up to date.
• Act as Backup for Team Leader and share is responsibilities

• 3+ years hands on application support experience.
• Good communication skills, Verbal and Written both, is a MUST.
• Technical competence and strong academic record.

• Familiarity with ITIL Foundations preferred, particularly Service Operations processes such as Incident Mgmt., Problem Mgmt. and Change Mgmt.
• Marine knowledge will be added as an advantage
• Understanding of software development cycle.

• IIS
• ERP tools
• Windows Server/Client/Network
• SQL