about the role
To be point of contact to provide L2/L3 level support on application for related projects
Receives the issue tickets from customer to troubleshoot, find RCA and fix the issue/bug
Responsible to handle change requests related to application raised by customers
Able to manage the releases of application as and when required
Document and maintain application functionality.
Document the application functionality.
Comply with project plans and industry standards
Follow-up with release teams to get Implement done as per the agreed process and guidelines.
acts as an owner of any deployment
Provide Periodic update on change progressto achieve internal customer confidence.
Initiates the escalation process when required to get the change done within SLA.
Ensure case completion as per defined SLA with the customer
Familiarity with software development methodology and release processes.
Experience with test-driven development.
Good to have knowledge of ticketing tool
Basic scripting knowledge like Perl, Python, Shell script.
Knowledge of Relational databases MYSQL, Oracle, Postgres.
Hands on experience of Linux commands.
Experience and knowledge of change management principles, methodologies and tools.
Exceptional communication skills – both written and verbal & Excellent active listening skills.
Ability to establish and maintain strong relationships.
Ability to work under pressure and deal with multiple tasks.
Flexible and adaptable; able to work in ambiguous situations.
Resilient and tenacious with a propensity to persevere.
Organized with a natural inclination for planning strategy and tactics.
Problem solving and root cause identification skills.
Able to work effectively at all levels in an organization.
Must be a team player and able to work collaboratively with and through others.
Acute business acumen and understanding of organizational issues and challenges.
Experience with large-scale organizational change efforts.
Experience in Change Management teams is a plus.
Must to have experience on working in 24x7 environment.
Engineering, Telecommunications or Computer Science or any Professional degree or equivalent qualification.
Any recognized Software Certified Preferred.
Customer Services & Operations