Reports to: Team Lead
Qualifications Required:
Education: BE/Bsc. IT/BCA/MCA.
Experience: Candidate should be 2-3 yrs experience in Technical Support.
Skills:
- Experience in Dot Net MVC/WCF, SQL server 2008, Oracle 10G.
- Deployment of approved changes, patches and bug fixes as instructed by L3 Administrators.
- Tracking, reporting and building up of knowledge base for various types of incidents.
- Tracking and checking for pending issue status and taking an action accordingly.
- To attend each mail received by the client and revert with functional or technical resolution.
- To attend the phone calls with the end user for clarification of information in regards to functionality or other queries.
- Keep Updating the log sheet for all the cases, queries raised by the client via mail and submitting it Daily / Weekly / Monthly reporting.
- Need to take care of Data movement or purging activity raised by the Bank-IT.
- Handle the critical issues reported by the user and close the same within a given TAT also submit the RCA if requested by the client.
- Handling support for Production systems with the ability to communicate / interact with the customers, quick trouble shooting and means of meeting to meet the SLA.
- Disaster Recovery support.
- To provide the necessary application training to L1 resource and monitor the activities performed by the junior resource periodically.
Responsibilities: To provide expert L2 support on process and products and to ensure a professional and consistent delivery of quality service to operation team and achievement of operational targets and manage workload
Other: Should have ability to manage difficult customer situations, to respond promptly to the needs of the customer, respond to requests for service/assistance.
Interested candidates can share their resume on [email protected]
