Provide expert-level support for complex application issues, ensuring timely and accurate resolution.
Analyze and troubleshoot software and database problems, addressing both technical and non-technical stakeholders’ queries.
Proficient in SQL, capable of writing complex queries, optimizing performance, and troubleshooting database issues.
Collaborate with development teams to coordinate bug fixes and software updates, especially those related to database optimizations and schema changes.
Monitor application and database performance, implementing improvements to enhance functionality and user experience.
Develop and maintain comprehensive documentation for system configurations, database designs, processes, and service records.
Mentor and support junior support engineers by sharing knowledge and best practices in SQL and database management.
Participate in continuous improvement initiatives to enhance support processes and database tools.
Manage escalated support tickets from Level 2 support and ensure compliance with SLAs, with a focus on database-related issues.
Conduct root cause analysis for persistent or critical issues to prevent future occurrences, particularly those involving data integrity and database performance.
Serve as a liaison between technical teams and other departments to support project implementations and ensure adherence to business and data requirements.
