Sr. Support Engineer

Tools:
¿ Any ITSM tool like BMC Remedy, Service Now, etc. Skill

Summary:

¿ Technical Support, Production Support, L2,L3, Application Monitoring, Triaging, Log analysis
¿ ITIL process knowledge Skill Details:
¿ Production Support Lead with 5+ years experience in leading a team of 10 15 members
¿ Experience in providing Tier 1/Tier 2 Production support of Java, J2EE based applications
¿ At least 6 years of external customer facing experience in a support environment
¿ Expert in using ITSM tools like Service Now
¿ Expert in PLSQL
¿ Working knowledge on using JIRA
¿ Responsible for resolving support requests, meeting continuous service delivery demands, achieving customer satisfaction
¿ Monitoring, troubleshooting and issue resolution for relevant applications,
¿ Work alongside the application support teams to ensure high availability of deployed solutions
¿ Experience with monitoring and reacting to system events and end user / business requests.
¿ Experience with pro actively identifying improvements to your workplace or processes
¿ Report and properly document errors that are detected during Proactive Monitoring and Maintenance
¿ Excellent communication skills for interacting with external and internal customers
¿ Good experience on working on Linux, Unix and other operating systems
¿ Good to have knowledge of Dev Ops Operations Tools like Splunk / Nagios / Kibana etc
¿ Perform RCA for defects raised, Pareto analysis
¿ Strong problem solving and collaboration skills
¿ Ready to work in shifts/holidays/weekends on rotation basis