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Application Support Assistant Manager

1 month ago

Navi Mumbai, Maharashtra, India CMS Info Systems Full time
Company Description
CMS Info Systems Limited (BSE & NSE: CMSINFO) is India's leading business services company providing logistics and technology solutions to banks, financial institutions, organized retail, and e-commerce companies. CMSINFO businesses include ATM and Retail Cash Management, Banking Automation, AIoT Remote Monitoring, Software Solutions, and Card Issuance. The company is committed to enabling financial inclusion and driving seamless physical payments in India.

Roles & Responsibilities:
Incident Resolution: Provide advanced technical troubleshooting and support for
internal and external customers, ensuring the resolution of complex issues related to
hardware, software, and systems.
Escalation Management: Act as a primary point of contact for high-priority or escalated
support cases, ensuring prompt and effective resolution in accordance with service-level
agreements (SLAs).
Customer Support: Serve as a subject matter expert in resolving escalated technical
issues, helping clients with configurations, troubleshooting, installations, and system
performance improvements.
Collaboration: Work closely with product development, QA, and other engineering teams
to diagnose and resolve issues, provide feedback on customer-reported problems, and
suggest product improvements.
Mentorship & Training: Lead and mentor junior technical support staff, providing
guidance, coaching, and knowledge sharing. Assist in the training and onboarding of new
team members.
Root Cause Analysis: Conduct in-depth analysis of technical issues to identify
underlying root causes and work with relevant teams to prevent future occurrences.
Documentation: Create, update, and maintain technical support documentation,
knowledge base articles, and troubleshooting guides for internal use and customer
support.
Performance Monitoring: Monitor and optimize the performance of systems and
applications in production environments, proactively identifying and resolving potential
issues.
Customer Communication: Communicate clearly and professionally with customers,
providing status updates, technical advice, and recommendations as needed.
Product Feedback: Provide valuable customer feedback to product teams to enhance
functionality, usability, and reliability based on real-world use cases.
Continuous Improvement: Contribute to the ongoing improvement of internal processes
and tools to streamline support activities and improve customer satisfaction.

Technical Skills:
Solid understanding of production environments, including databases, application servers, and web servers.
Experience supporting .NET Core and .NET MVC based applications.
Experience with database management (e.g., SQL, MySQL, PostgreSQL)
Knowledge of enterprise applications and system performance tuning.
Understanding of ITIL best practices (incident management, change management, etc.).
Proficiency in scripting languages (e.g., Python, PowerShell, Bash).
Experience with ticketing systems and support tools.
Experience in monitoring and diagnostic tools (e.g., Nagios, Zabbix, Datadog).
Familiarity with security best practices and troubleshooting security-related issues.

Interested candidates can share there resume on pooja.nagane@cms.com