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L3 Technical Support Specialist

4 months ago

Hyderabad, India Velocida P. Ltd., Full time

Note : Candidate must have java & SQL experience.

Candidate should be baised from hyderabad only can apply, relocation can't be considered.

Role : Senior software support Engineer (Techops).

Exp : 10-16 yrs

Location : Hyderabad (WFO).

Responsibilities :

- Serves as backup for the Technical Operations Manager and act as escalation point of contact for application support teams.

- Supervise and manage a team of support engineers to provide effective and timely day-to-day application support, advice, guidance and timely problem resolution to achieve operational outcomes.

- Manage day-to-day work activities of the team, including assigning, monitoring & prioritizing support tickets (JIRA) ensuring SLA/OLA has been met covering 24/7 shifts.

- Work closely and collaborate with developers, QA, Release and Implementation teams for timely resolution and to enhance customer experience.

- Implement cross function training and job shadowing / knowledge sharing among the team members.

- Maintaining and updating technical documents, knowledge base articles and procedures.

- Innovation and analytical skills to generate viable option and develop solutions to diverse workspace issues and take responsibility for outcomes.

- Contribute to scrum sessions and the overall improvement in our technical support process and represent Technical Support Teams on global platforms within MCO.

- Providing pre and post technical support for major SaaS releases and occasional shift rotations.

- Provides technical direction, understands vision, goals and direction of the team.

- Communicates project plan information, objectives, and deliverables to the team.

- Identifies opportunities for continuous improvement.

Experiences and Skills :

- 7 10 years of experience in Application Support for enterprise products (L3).

- Excellent written and verbal communication skills.

- Working SQL and Linux/Unix knowledge.

- Java, GIT, IntelliJ, JIRA/Zendesk/Bitbucket, Jenkins.

- JBoss Application Server, Apache, and Oracle.

- JSP, CSS, XML, HTML, AngularJS Skills to provide FTP setup, support and troubleshooting for data transfer using protocols such as FTP, FTPS, SFTP and PGP encryption.

(ref:hirist.tech)