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Technical Support Engineer

3 months ago

Mumbai Metropolitan Region, India 3i Infotech Ltd. Full time


• Provide high-quality Technical support to diverse set of CRITICAL Finacial applications


• Should be self starter and passionate about customer satisfaction.


• Help resolve Technical incidents of the customer efficiently, effectively and independently.


• Very Good experience in queries SQL/ Oracle and .NET and permanent issue resolution technically, withing SLAs, is a Must.


• Gather the required information necessary in order to support tickets.


• Manage SLAs and customer expectations well gaining customer satisfaction


• Knowledge of ITIL processes and ticketing tools like JIRA ITSM, Service Now or similar.


• Should lead and drive changes in processes alognwith manager's consent for betterment of support activities


• Showld be acquainted with Monitoring tools like AppDynamics, dynatrace, Manage Engine APM or similar and observability


• Should have knowledge of Logs consolidation tools like Slack to analyze logs faster.


• Understand processes for Sev 1 - 2 incidents and create RCA and create problem tickets and follow up to closure.


• Support Project manager to provide needful information to create weekly and monthly reports.


• Handle esclalations effectively.


• Cross stakeholder management and handling vendors well


• clear and good verbal and written communication.


• Timely updates to internal team and customers wrt incidents, is must


• technical documentations.

Required:


• *4-5 years of technical support , preferably mission critical business domain/ BFSI domain


• *Strong Experience .net C#, ORACLE / MS SQL , Web / Windows application, Jobs, schedulers, DB processes.


• Good to have infrastructure relevant knowledge of IIS / accesses etc.


• * excellent written and oral communications skills (in English)


• Ability to multitask in a fast paced environment


• Excellent ability to learn and articulate software-related and technical concepts


• Strong attention to detail


• Expertise working with Microsoft Excel


• Strong documentation skills


• Monitoring Tool acquaintances like APPDynamics, Dynatrace and similar.


• Good with Logs consolidating tools for quick analysis e.g. Slack


• *Expert in Ticket management tools like JIRA ITSM, Service Now etc and pro in ITIL processes.


• Good interpersonal relationship with stakeholders - vendors etc.


• Willing to work in a 24x7 basis shift roaster