Working with users to troubleshoot and resolve issues in the various customer applications. Providing a high-level of service and responsiveness to users.
Experience in designing & implementing large-scale solutions with one or more of the public cloud platforms including Azure, AWS.
Diagnose and resolve customer inquiries and technical issues related to operating platform and products in production environment.
Ensure all issues are resolved or escalated to the proper resources to resolve in a timely fashion. Additionally, this individual will manage communications to customers at all levels to maintain positive relationships
Utilize information tools, training and experience to provide high level of customer satisfaction Document all the issue resolution and application knowledge as per the defined standards.
1-4 years of relevant experience
Proven hands-on Software/Application support with core Java or dotnet, micro services, SQL queries.
Troubleshooting and the ability to delve deeply into technical details & acquire/create the necessary knowledge to effectively troubleshoot and repair of the applications
Collaborative team player with excellent influence and interpersonal skills; inspires confidence.
Should have experience in handling escalations, complaints Incident Management and RCA with excellent documentation and knowledge management
Setup monitoring for application, infrastructure, production security work with SRO to setup dashboards, searches, filters, alerts & strong understanding of quality assurance and testing processes.
Meet SLAs & KPIs for a rapid turnaround for issue resolution to the satisfaction of internal & external customers. Manage processes for the secure & reliable operation cloud/edge environments
Excellent written and verbal communication
High-degree of analytical and problem solving skills
Exposure to handling customers from various geographies
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