Product Sustenance Engineer

POSITION TITLE (ENGLISH): Product Support Specialist
REPORTING TO: Manager
REPORTING LOCATION: Bangalore, India
WORKING LOCATION: Bangalore, India
NUMBER OF FTEs UNDER RESPONSIBILITY:

Job description:
Very good communication and interpersonal relation skills in an international environment,
Ability to adapt and work with either technical or business people
At ease with distant communications leveraging a wide array of technologies (shared code, documents and forums, phone, chat, e-mail).
Up to 2 years work experience in an Enterprise application support environment would be a plus.
Exposure working in IIS hosted web application is preferred.
Good understanding of Windows Server & MS SQL Server concepts is required.
Extensive technical understanding that spans multiple platforms and application level expertise of a portfolio of applications with broad knowledge of the business strategic priorities, in order to resolve complex problems.
Demonstrated development or technical application support skill sets with detailed technical experience with industry standard tools and technologies like ASP . Net / C# / SQL / IIS /Message Queues/ Restful services
Understanding of ITIL, SDLC and Product Lifecycle methodologies is a definite plus.
Good understanding of any IT Service Management tool to log, monitor, and document the incidents/tickets.
Log tickets based on end user requests to resolve queries within SLA.
Perform initial investigations to identify origins of issues.
Coordinate with IT Operations, Development teams based on the reported issues to coordinate their resolution within SLA.
Create and maintain open tickets for follow-up, report ticket status to users on the basis specified in the SLA.
Build, maintain and communicate weekly & Monthly statistics to management.
Participate in outage bridges to ensure timely resolution of service impacting problems and accurate communications to stakeholders.
A chance to become part of a highly motivated international team of professionals.

QUALIFICATIONS AND EXPERIENCE REQUIRED:
Experience between 2 years to 4 years.
Hands on experience in providing functional level of support and troubleshooting of . Net based web applications is an added advantage.
Experience working with customers from European region would be a plus.