Applications/Software Developer 4

US Custom Support and Operations team is seeking a highly motivated and resourceful individual to join Support team as a Support Engineer for US business units. Key function includes jobs monitoring, data analysis and validation, ticket resolution on service request & incidents/issues, user management and RCA of issues and escalate to relevant team for resolution.

Responsibilities

" Willingness to work in shifts (24x7) support team including weekends and public holidays. Flexibility and available on phone/email for the team for any off-business hours support whenever there is a need.

" Ensure all deliverables are in accordance with SOPs and work instructions, meeting quality and timeline metrics.

" Ensure he/she demonstrates the highest standards of accountability by effective communication, reporting, and handling/escalating of all technical and functional issues in a timely manner.

" Co-ordinate with SDM for client communications

" Establish and maintain effective project/stakeholder communication

" Anticipate and identify delivery delays or errors and make sure the customers/stakeholders are advised of progress and actions being taken.

" Escalate to appropriate next level support (Source team, Tier2 team and Product team) for failures that cannot be remediated.

" Query and analyze the logs/data, maintaining/executing QC scripts in Snowflake, Redshift, Azure, Databricks

" Ensure all Service Level Agreements are honored to required quality and support standards.

" Monitor CSM Tickets. For New CSM tickets provide the First response by analyzing the tickets and resolving as appropriate or escalate the tickets to Tier2/SDM as needed. Coordinate across teams to ensure timely closure of tickets

" Analyze performance of Team activities and documented resolutions, identify problem areas, devise, and deliver solutions to enhance quality of service and to prevent re-occurrence

" Identify areas for improvement and automation in the process

" Share daily/weekly reports with team and stakeholders

Education/Qualifications

" Any Bachelors degree B.E, B.Tech, BCA, B.Sc OR Diploma holder or equivalent

" 2-3 years of work experience in a technical support environment.

MANDATORY Technical Requirements

" Strong knowledge in various Cloud Management tools (Azure, Snowflake, RedShift, Databricks, sFTP etc.)

" Strong SQL/PLSQL, Unix knowledge.

" Basic scripting (Java/Python) knowledge.

" Understanding of S3/FTP

" Able to quickly understand Technology Solution Offerings, *** data and detailed product features

" Knowledge on ITIL process and ticketing system/tools

Additional Skills/Good To Have

" Should be flexible to learn and move around technologies

" Good verbal/written communication skills is a must

" Strong Analytical skills

" Strong Time Management & Organization Skills

" Ability to effectively manage multiple project tasks at once