Support Engineer L0 Lead

1 week ago

Mumbai, Maharashtra, India Everestek Technosoft Solutions Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Responsibilities (Other duties may be assigned.)

  • Support and mentor team members on Adherence to Cloud Operations Key Performance Indicators
  • 1st line of contact for Issue Management escalation
  • Ensure process management and runbook accuracy
  • Engage with customers in effectively communicating issue status and plan for resolution.
  • Provide specific customer reports as requested.
  • Responsible for problem management, problem reporting and customer escalations.
  • Set expectations with customers relating to the Service and possible associated commercials.
  • Monitor patterns relating to customer release quality and cost with respective Customer Account Managers.
  • Provide out of hours support for bank holidays and weekends when requested.
  • Carry out trend analysis for all customer Software Development Lifecycle to help proactively
  • highlight gaps in customer capabilities and solutions.

Education and/or Experience

  • College degree or equivalent work experience
  • 6+ years of experience providing system support in a technical environment working with customers, with special focus in system performance and stability
  • 6+ years of experience providing system support in a technical environment working with projects / customers, with special focus in troubleshooting and issue resolution.
  • AWS Certified Solution Architect, SysOps Administrator, OR AWS Certified Engineer DevOps preferred

Knowledge, Skills and Abilities

  • Proven interpersonal skills with the ability to motivate and coach team members in their day-

to-day roles

  • Excellent customer management / communication skills essential both written and verbal.
  • A strong decision making and prioritization skillset, with ability to operate effectively under

pressure in dealing with multiple customers.

  • Strong appreciation of customer business impact due to application problems.
  • Understanding of the software maintenance release lifecycle.
  • Strong analysis, design & solutioning skills

Technical Skills

  • Strong knowledge of specific technologies is ideal:
  • Java, including JEE technologies such as JSP, JDBC, JNDI
  • Application servers: Websphere, Weblogic, Tomcat, JBOSS
  • Databases: DB2, Oracle, SQL Server
  • AWS: CloudFormation, EC2, S3, EMR, ECS, ECR, CodeDeploy, Autoscale,

Cloudwatch.

  • Development Tools: Apache Ant, Maven, JUnit, Eclipse, Subversion, Jenkins
  • Integration: technologies such as SOAP, REST and WS-* standards

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