Good Understanding on support cycle and Production deployments
Excellent problem-solving and analytical skills
Experience in handling support tickets. Ticket management efficiencies i.e. response time, resolution time, providing regular updates, SLAs. Own RCA submission for P1/P2 tickets within SLA. Automating repeated tasks is MUST to have
Responsible for providing Tier 1 (L2) support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents and providing support for software bugs and other technical problems.
Excellent verbal and written communication skills
Must have experience in the role of 24X7 Production Support and Maintenance activities. Work on different shifts.
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Provide technical training and support to internal teams as needed.
Responsibilities
Responsible for providing Tier 1 (L2) support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents and providing support for software bugs and other technical problems.
Excellent verbal and written communication skills
Must have experience in the role of 24X7 Production Support and Maintenance activities. Work on different shifts.
Good Understanding on support cycle and Production deployments
Excellent problem-solving and analytical skills
Experience in handling support tickets. Ticket management efficiencies i.e. response time, resolution time, providing regular updates, SLAs. Own RCA submission for P1/P2 tickets within SLA. Automating repeated tasks is MUST to have
Responsible for providing Tier 1 (L2) support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents and providing support for software bugs and other technical problems.
Excellent verbal and written communication skills
Must have experience in the role of 24X7 Production Support and Maintenance activities. Work on different shifts.
Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Provide technical training and support to internal teams as needed.
Experience in CI/CD
Experience in using Jenkins with ability to create and manage jobs in Jenkins
Experience in processing and building JSON and XML data
Experience in GIT
Communicate with stakeholders to provide status updates on issues and resolutions
Maintain detailed documentation of troubleshooting steps and issue resolutions.
