Module lead

2 weeks ago

Greater Noida Gurugram Noida, India Mercer Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Role & responsibilities

  • Understand the application and its various process along with stakeholders information.
  • Understand support ticket (Incidents and Service Requests) requirements and coordinate with reporters for better requirement clarity.
  • Analyze the support tickets, coordinate with other IT Teams, and provide technical solutions.
  • Health, Logs & Alerts monitoring of Applications/Servers, analyze for any issues, raise support tickets and escalate as required.
  • Manage application support, maintenance and enhancement activities.
  • Task estimation, prioritization, risk identification and tracking to closure within defined SLAs
  • Do root cause analysis for all the high priority tickets and share incident reports with stakeholders.
  • Participate in product development process, including designing, building, and testing.
  • Coordinate with stakeholders for testing of Incidents.
  • Communicate latest updates to stakeholders on high priority tickets and various deployments on application/environment.
  • Develop and maintain professional relationships with all online business teams and provide support wherever required.
  • Communicate with stakeholders regularly on the progress and status of outstanding trouble tickets
  • Participates in improvising the processes and assigned applications/projects
  • Conduct weekly in-process data based analysis on all metrics & implement corrective actions for deviations found
  • Conduct and lead RCAs for deviations (effort/schedule variance, post production defects, non-compliances reported in audits & SLA misses) and identify preventive and corrective actions
  • Manage team development by ensuring that project tasks are in line with plan
  • Stay up to date with industry standard best practices/techniques related to Application development
  • Availability for meetings, on-call support, off-hours support work (including weekends) as required
  • Be able to work a flexible schedule to accommodate off-hours conference calls

Preferred candidate profile

  • Must to have hands-on Support and development experience in C#, ASP.NET, AJAX, jQuery,
  • Must have hands-on experience in MS SQL Server
  • Experience with one or more of these - Angular, Node, Kubernetes/Docker, Data Dog/Splunk, Mongo & Mobile technologies (Desirable)
  • ITIL Certified. (Desirable)
  • Minimum 7 years of Experience
  • Experience in supporting multi-tier Internet/Intranet applications using any design patterns
  • Excellent debugging and troubleshooting skills
  • Demonstrated analytical and design capabilities
  • Self-starter with excellent organizational and time management skills
  • Fast learner, quality conscious and committed to deadlines
  • Experience working in offshore-onsite delivery teams
  • Excellent and effective communication skills

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