CMS Info Systems - Assistant Manager - Applications Support (3-4 yrs)

Company Description :

CMS Info Systems Limited (BSE & NSE: CMSINFO) is India's leading business services company providing logistics and technology solutions to banks, financial institutions, organized retail, and e-commerce companies.

CMSINFO businesses include ATM and Retail Cash Management, Banking Automation, AIoT Remote Monitoring, Software Solutions, and Card Issuance.

The company is committed to enabling financial inclusion and driving seamless physical payments in India.

Roles & Responsibilities :

Incident Resolution :

- Provide advanced technical troubleshooting and support for internal and external customers, ensuring the resolution of complex issues related to hardware, software, and systems.

Escalation Management :

- Act as a primary point of contact for high-priority or escalated support cases, ensuring prompt and effective resolution in accordance with service-level agreements (SLAs).

Customer Support :

- Serve as a subject matter expert in resolving escalated technical issues, helping clients with configurations, troubleshooting, installations, and system performance improvements.

Collaboration :

- Work closely with product development, QA, and other engineering teams to diagnose and resolve issues, provide feedback on customer-reported problems, and suggest product improvements.

Mentorship & Training :

- Lead and mentor junior technical support staff, providing guidance, coaching, and knowledge sharing.

- Assist in the training and onboarding of new team members.

Documentation :

- Create, update, and maintain technical support documentation, knowledge base articles, and troubleshooting guides for internal use and customer support.

Performance Monitoring :

- Monitor and optimize the performance of systems and applications in production environments, proactively identifying and resolving potential issues.

Customer Communication :

- Communicate clearly and professionally with customers, providing status updates, technical advice, and recommendations as needed.

Continuous Improvement :

- Contribute to the ongoing improvement of internal processes and tools to streamline support activities and improve customer satisfaction.

Technical Skills :

- Solid understanding of production environments, including databases, application- servers, and web servers.

- Experience supporting .NET Core and .NET MVC based applications.

- Experience with database management (e., SQL, MySQL, PostgreSQL).

- Knowledge of enterprise applications and system performance tuning.

- Understanding of ITIL best practices (incident management, change- management, etc.)

- Proficiency in scripting languages (e., Python, PowerShell, Bash).

- Experience with ticketing systems and support tools.

- Experience in monitoring and diagnostic tools (e., Nagios, Zabbix, Datadog).

- Familiarity with security best practices and troubleshooting security-related- issues.