Role Summary :
Analyse incoming issues, determine scope and severity of issues, determine the root cause and troubleshoot issues across multiple projects and multiple geographies
Key Responsibilities :
- Understand the issues being reported, analyse the logs and resolve the issues
- Analyse the trends in issues being reported and troubleshoot issues to determine depth of issues and severity, investigate potential workarounds and take required actions as per defined SLAs
- Explore opportunities for automation and share insights
- Keep up to date on the latest product features
- Provide recommendations and contribute to enhance the effectiveness of processes within the team
- Update and improve the effectiveness of the knowledge base repository of the team
- Document required analysis findings and benchmark performance as per defined standards
Technical Competence :
- Experience in any one SaaS based Software & High available Infrastructure Architectures
- Financial/Banking domain knowledge (Risk, Fraud, Security Aspects) is a plus
- Debugging/Identifying root cause on faults/performance of an Application (at least one project should highlight this requirements)
- Working knowledge of any one of Interfaces (RestAPI/HttpProcessor/WinServices)
- Know-How of anyone Monitoring tool (Nagios / Graphana / Kubernates / AWS Cloud Watch)
- SQL programming
- Troubleshoot enterprise applications
- PHP, .net and MS SQL, Apache server and Linux
- Jira usage
- Certifications: ITIL certification is a Plus
Wednesday, October 28, 2020
Application Support Engineer - Troubleshooting (2-5 yrs) (Qwikcilver Sloutions)
