application support engineer l3 in bengaluru / bangalore

posted
contact
randstad india
position type
permanent
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posted
location
bengaluru / bangalore
function
Information Technology
position type
permanent
experience
4-8
reference number
64085
contact
randstad india

job description

application support engineer l3 in bengaluru / bangalore

Application Support Engineer L3 :

 

Role Summary

A role of Application Support Engineer exists in the Global Customer Support organization of a major multinational.

Reporting to the Regional Support Manager, this role requires the successful candidate to quickly gain an understanding of the product architecture. The candidate must analyse and respond to incoming support tickets, ensuring that a high quality service is delivered to customers with adherence to strict SLA’s.

Role Responsibilities:

  • Responsible for the provision of third level technical support for our customers
  • Investigation and diagnosis of technical issues raised by customers on their software deployments
  • Liaise with customers to inform of progress, request information, manage expectations and close out issues in a timely manner
  • Log, track and update tickets in our issue tracking system
  • Ensure that procedures are followed so that customer implementations are handed over to Customer Support from Professional Services
  • Be a significant contributor to our knowledge base/FAQ
  • Maintain and manage/support test environments for problem replication
  • Work with Product Engineering and Project teams on customer issues
  • Work closely with key customers to provide a premium level of support and ensure a high level of customer satisfaction
  • Report to management on any high risk customers.
  • Provide feedback on the product and make suggestions for improvement
  • Prepare test cases, release notes, and test releases
  • Contribute ideas toward process improvements to improve the customer experience
  • Other duties as determined from time to time by your manager
  • Able to cover some Public holidays to ensure that we have adequate support for our customers.
  • Able to cover for weekend support once in a quarter.

Knowledge

Essential:

  • Minimum of 2-3 years working experience and a minimum of  1 year specific experience working in a technical support environment (Level 3 support)
  • Bachelor’s Degree or equivalent relevant experience

Desirable:

  • Experience working with customers in the financial services industry

Skills:

Essential:

  • Ability to juggle conflicting priorities and demands on time.
  • Ability to be able to manage customer expectations
  • Be able to self-manage and work autonomously
  • Excellent communication skills in English (oral and written)
  • Strong analytical skills and experience in resolving challenging technical support issues
  • Strong organizational skills 

Technology

Essential:

  • Web Application Servers (e.g. one of Websphere, JBOSS, Weblogic
  • Database (e.g. one of Oracle, DB2, SQL Server)
  • Unix/Linux.

Desirable:

  • Java/J2EE
  • MQ
  • SOAP

 

 

skills

Weblogic, JBOSS, websphere

qualification

B.E/B.Tech