Senior Technical Support Executive

Please find below is the Jd for Technical Support Executive .

Production Support Engineer Roles and Responsibilities

Managing incidents: When software products fail to function as expected, production support engineers identify, diagnose, and escalate it to L3.

Preparing and documenting reports: These engineers prepare and maintain up-to-date documentation of systems and procedures, and other relevant information.

Troubleshooting issues: Production support engineers analyse various metrics and logs to understand the reason for system failure or non-performance.

Collaborating with other departments: Production support engineers collaborate with various cross-functional teams and work with developers, system administrators and software engineers to solve production issues. Providing update senior leaders about the system status and share timely resolution progress.

Enhancing system performance: Production support engineers identify potential improvement areas in the production system. Based on their skills, they implement suggestions.

Training new employees: These engineers guide new employees on using production support software packages.

Other Roles and Responsibilities:

Monitoring applications and infrastructure alerts and reacting quickly.

Recommending and implementing solutions to mitigate repeat product issues.

Taking ownership and responding to open support tickets

Closing open support tickets by adhering to the production support service level agreements

Identifying and implementing automation opportunities to ensure success.

Primary Responsibilities:

3+ years of strong production support (L2 support) experience.

Working Knowledge in Linux, and Database (SQL, MySQL etc.) is must.

Take ownership of user problems and be proactive when dealing with user issues.

Monitor all alerts and report any issue that may significantly impact the business.

Monitoring, analysing, troubleshooting problems to enhance application availability and performance in production.

Follow established set of processes while handling issues and for proper escalation of unresolved issues to appropriate internal/external teams.

Maintain logs of all issues and ensure resolutions according to quality assurance tests for all production processes.

Ensure on-time delivery of all assigned tasks incidents, problem tickets, etc.

Adhere to the defined support delivery process/guidelines like Problem.

Identify and learn more about the software and hardware used/ supported by the organization.

Experience in Finance domain preferred.

Release Management, deployment management preferred.

Work independently, to be able to communicate effectively with users, and development and support teams during downtimes .

5 days working with Saturday Sunday Fixed off

Immediate Joiners Preferred

Candidates only from Mumbai Apply

Interested Candidates can send their resumes on raj.ganatra@nttdata.com