Technical Support Engineer

2 weeks ago

Mumbai, 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

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