Senior Technical Support Specialist

5 days ago

Kollam, Kerala, India beBeeTechnical Full time ₹ 1,50,00,000 - ₹ 2,50,00,000
Job Overview

We are seeking a seasoned IT professional to assume the role of Lead Application/Production Support.

The ideal candidate will possess extensive experience in supporting business applications, with a strong background in AWS and software development lifecycle.

Main Responsibilities:

  • Serve as the primary point of contact for front office, middle office applications in investment banking.
  • Respond promptly to system alerts, incidents, and user-reported issues.
  • Investigate and analyze incidents to determine their root causes, troubleshooting, and issue resolution.
  • Diagnose and resolve technical issues related to applications, databases, and integrations.
  • Coordinate with development teams to implement fixes and enhancements.
  • Provide timely updates to stakeholders on the status of ongoing incidents.

Documentation and Knowledge Management:

  • Maintain accurate records of incidents, solutions, and changes in the production environment.
  • Create and update support documentation, knowledge base articles, and standard operating procedures (SOPs).

Change Management and Release Support:

  • Assist in the planning and execution of application releases and updates.
  • Conduct impact assessments for proposed changes to production systems.
  • Ensure adherence to change management processes and policies.

Requirements:

  • Bachelor's degree in computer science, information technology, or a related field.
  • 8+ years of experience in supporting business applications.
  • Good experience in AWS.
  • Proven experience in a similar role, providing technical support for enterprise-level software applications.
  • Strong understanding of software development lifecycle and ITIL processes.
  • Experience with ticketing systems such as Jira.
  • Proficiency in troubleshooting Unix/Linux environments.
  • Experience with database technologies such as SQL Server.
  • Knowledge of programming languages scripting languages (Shell, Python etc.).
  • Excellent communication skills, with the ability to explain technical concepts to nontechnical users.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Strong analytical and problem-solving skills.
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