Support Engineer

Location

Bangalore | India

Job description

• Application Support role with (5+ years experience) within Operation and batch support space that involves performing a role responsible to ensure support is provided in a timely, customer- oriented, and comprehensive manner to a global business operating 24*7 hrs

• Promotes a support culture that goes above and beyond what the customer expects and ensuring that every business client responses are provided in a timely and comprehensive manner
• Manage Incidents, Problems and service level agreements with high customer satisfaction levels
• Identify and promote opportunities to reduce the amount of direct support required through product improvements, training and automation

• As an operations engineer, your primary role is to provide overnight batch support for Enterprise Finance Applications (Please note this is a 24/7 support role)
• Curiosity in learning and understanding stakeholder requirements; prioritising those them while ensuring that production platform is stable and functioning optimally.
• Apply and share your expertise whilst also be willing to broaden, develop and knowledge share your learnings.

About You

• Use of Control-M/Splunk and with exposure to PL/SQL and Scripting (Mandatory Requirement)
• Expertise in supporting applications in Linux, Solaris and windows platform with good knowledge over different Solaris/Linux commands
• Excellent incident, recovery management, problem solving and technical troubleshooting skills.
• Focus on continuous proactive service improvement and continuous learning.
• Be aware of different open application/Infrastructure issues and aggressively follow-up on different issues with teams/work on them till the issues and gaps gets resolved permanently.
• Ensure customer service excellence and guaranteed response with SLA times by actively monitoring support emails/tickets and actively working on them till the issue is fully remediated.
• Ensuring all incident tickets are resolved in a timely and comprehensive manner.
• Review support tickets for accuracy and to look for any trends that might indicate product problems or customer confusion.
• Regularly assist identifying gaps, throw new ideas on service improvement, automation, resiliency that can benefit the platform /team and bank and implement them
• Work independently with other tech stakeholders, delivery/project and infrastructure teams proactively look for improvements and production platform stability
• Good analytical and problem solving skillsets
• Experience in Agile and ITIL methodologies ability to implement that in day to day work
• Understanding Group change management, incident and problem management policies and how these policies impact daily operational support.

Job tags

Salary