Application Support

2 weeks ago

Tamil Nadu, India SIERRA ODC Full time

**Job code**:

- AS/06/21

**Experience**:
**Core Responsibilities**:

- Managing incidents, requests and enhancements from customers using support tools and adhere to SIERRA’s support processes
- Providing a high level of service to customers and adhering to strict SLAs for L1 response and resolution times
- Handle customer escalations
- Problem determination, workaround resolution, root cause analysis, major incident management
- Deployment of releases, patches for upgrades and customisations
- Maintain a cordial relationship with customers and key stakeholders
- Support and share knowledge and information with other team members
- Handle team review meetings and prepare reports
- Prepare and present KPIs for management review

**Required Skills**:

- Excellent written and spoken English
- Excellent analytical and problem-solving skills
- Ability to work both independently and as part of a team
- Excellent customer service skills
- Understanding of software development cycle with focus on implementation & support
- Deployment of releases, patches for upgrades and customisations
- Basics of database querying

**Desirable Skills**:

- Familiarity with the help desk / support ticket management tools is advantageous
- Requirement gathering and specification documentation
- Understanding of change and release management

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