POSITION TITLE (ENGLISH): Product Support Specialist
REPORTING TO: Manager
REPORTING LOCATION: Bangalore, India
WORKING LOCATION: Bangalore, India
NUMBER OF FTEs UNDER RESPONSIBILITY: 15
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.
- 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.
