Description- Required Experience : Support incidents raised by users via the Service Desk
Providing technical support to usersUsing tools such as Service Now to document and route application incidentsAnalyzing application code and recommending fixes to defectsWriting DDU (direct data updates) to fix application defectsUsing application development tools and data development toolsWorking with several team members in a tier 2 application support capcacityRepresenting application outage causes and proposing preventative measures at RCA (root cause analysis) meetingsWorking closing with application developers, analysts, and administrators during the debugging of real time outagesConfiguring assorted application monitoring utilities including database and New Relic eventsGenerating reports using database queries as needed for Product owners and other assorted business unitsProvide on-call support during off hoursMentoring junior team members on use of tools and application functionalitySupporting 3rd party application configurations as requiredWorking with 3rd party support analysts during outages of 3rd party softwareWorking with multiple productions and teams on incidents and outages or product softwareWorking with offshore team collaborating on longer running incidentsSupport application releases Nice to have :
In-depth knowledge of Client's business applications Working with a distributed application support team
Description of Duties :
Working with the application support team responding to application incidents and queries
Working with Application development teams to resolve application defectsProviding technical support to Client's users
Education : Bachelors Degree
Please note that the end client name may not be displayed due to confidentiality agreements. The client’s name will be disclosed by the recruiter prior to submission.