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Responsibilities:
o Work closely with level 1 support
o Provide immediate workaround for all outstanding issues escalated
o Interface with level 3 for problems that require permanent fix and enhancements and provide suggestion/solutions, whenever feasible
o Track all issues escalated to level 3 till closure
o Daily conduct capacity, SLA and performance review and analysis
o Actively identify areas to improve to ensure system stability and ease of maintenance
o Participate in COB testing and audit
o Assist team leads to produce management reports
o Train, guide and mentor new hires
o Participate in handover meetings from development team
o Timely handling of user query and request and update the problem management system
o Perform root cause analysis and prepare incident report
o Verify that all level 1 tasks have been completed
Requirement
o At least 4-5 years of relevant technical skillset required to support application
o Experience in providing application support
o Ability to manage team size between 3-6 staff – both onshore and offshore
o Shift rotation on 24x7
o Good team player
o Experience in ITIL concepts and best practices
o Discipline and have eyes for detail
o Good spoken and written communication skills
o Ability to work under pressure and possess strong troubleshooting and problem resolution skills
o Eyes for details and ability to troubleshoot
o Service oriented and able to follow processes in delivering the KPI set
Interested candidates please send in your resumes to it@enggsol.net

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Published at 26-02-2010
Viewed: 20 times