Sme - Application

7 days ago


Bengaluru, Karnataka, India Comviva Full time
**Skills

  • 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
  • Knowledge of AWS/Azure/DevOps
  • CRM and subscription Management
  • Kafka (MSK), Amazon Cloud, KeyClock, API Gateway (KrakenD), ELK (Stack), Microservices. Grafana, Prometheus
  • Good knowledge of IPACS & CRM
  • Good knowledge of My SQL
**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
  • 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
  • Support Ticket Reduction (Normalized as Average number of tickets per installation)
  • Automation on the product/process to reduce manual efforts/misses

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