Technical Support Engineer (TechOps)

Job Description:

Technical Support Engineer / TechOps

Job brief
 
We are looking for Technical Support Engineer (L1) to provide enterprise-level assistance to our
customers and internal stakeholders. Resource would be required to diagnose and troubleshoot
application/ network problems
 
Roles & Responsibilities include
 
1. Provide production support and manage incident resolution against established SLAs
2. Maintain detailed and up-to-date documentation of issues, resolutions of the solution
procedure
3. Manage service requests to fulfil business and product support requests
4. Communicate planned/unplanned outages.
5. Collaborate with internal teams to resolve client/internal team production issues.
6. Prepare and provide operational and performance dashboards for KPI trending and
reporting
7. Become a subject matter expert who provides various teams with an in-depth understanding
of a product's business and technical aspects.
 
Skills required & Qualification
1. 12 - 15 years experience managing production support of critical IT application
2. BS/ BTech in Computer Science, Information Systems, or equivalent required.
3. Good understanding of relational databases such as Oracle, MS SQL & MongoDB
4. Proficient in MS Office, Outlook
5. Strong written and verbal communication, interpersonal, presentation, client service and
business writing skills.
6. Hands on experience with APM (Application performance monitoring) , network monitoring
and Full stack observability tools such as SumoLogic, Coralogix, AppDynamics 
7. Hands on experience in following systems/ programming language will be added advantage
a. Finacle
b. Phyton