Job Description

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  • Responsible for the day-to-day maintenance of the application systems in operation, including tasks related to identifying and troubleshooting application issues and issues resolution or escalation.
  • Responsibilities also include root cause analysis, management communication and client relationship management in partnership with infrastructure service support team members.
  • End to end Incident management including investigation and resolution; handover to L3 for any code changes.
  • Ensure all production changes are made in accordance with life-cycle methodology and risk guidelines.
  • Make configuration change or apply patch to meet customer requirements or resolve complaints.
  • Drive product and process quality improvement.
  • Minimizing customer escalations proactively with proper customer response and updates.
  • Analysis of issue while escalating to L3 level/SMEs.
  • Overlook and intervene in compliances
  • Meeting first response time SLA , using ticketing tool and work with L1 & L3 team and SMEs on the same.
  • Support Ticket Reduction (Normalized as Average number of tickets per installation).

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