Application Support Engineer/ Senior Application Support Engineer

Company Description

NEC Software Solutions (India) Private Limited! is based in Mumbai (Worli & Airoli) andBangalore with an employee strength of 1300+. It is one of the foremost providers of end-to-end IT services across various sectors. We work with diverse industry verticals whichinclude publishing, media, financial services, retail, healthcare and technology companiesaround the world. Our customers range from two-person startups to $bn listed companies.We have more than 30 years of experience in providing end to end IT services across theglobe and have earned a reputation for delighting our customers by consistently surpassingexpectations and helping them deliver robust, market-ready software products that meetthe highest standards of engineering and user experience. Supported by more than 1300exceptionally talented manpower, we are a hub for offshore support and technologyservices.

Reporting Structure

Reports to Project / Programme Manager/ UK Project Lead

Requisites

Education:

B.E. or equivalent

Experience (years):

At least 4+ years of experience working in application support

Industry / Technology background:

Application implementation , Maintenance and Support (any domain).

Location:

Mumbai

Working Hours:

Full Time UK Hours

(Standard Rave] Pre-employment checks:

Required

Key Functions

Join our Customer Support Operations group and be part of a dynamic team responsible for resolving application support issues for our client solution. As a member of our team, you will provide technical assistance, application support, and guidance to NEC customers. You will also work towards meeting SLAs and ensuring customer satisfaction through effective communication and problem resolution.Main Responsibilities:

• Provide technical assistance and application support to customers, demonstrating in-depth knowledge of application environments.
• Understand contractual commitments and resolve incidents/problems within contracted SLAs.
• Translate customer requirements into workarounds and solutions.
• Develop and implement technical support procedures/documentation.
• Proactively deliver support services and identify revenue generation opportunities.
  

Requirement is working UK hours , Monday to Friday 9:00am - 5:30pm on Rota basis .

CompetenciesEssential:

• Proven experience supporting Web Applications
• Proficiency in SQL scripting and database administration
• Experience of delivering support to users
  

Technologies Hands-on Experience (Years) Priority

supporting Web Applications5+1SQL scripting5+1Database administration5+1Working on SaaS products2+2

Desirable:

• It is highly desirable for candidates to have experience with NEC software and related applications.
• Familiarity with administering operating systems e.g. Microsoft Windows/Linux/Solaris.
• Experience with application delivery tools like Citrix.
• Understanding of software development principles in an ISO 9001 environment.
• Experience creating reports using Business Objects or similar tools.
  

Personal Skills & Attributes:

• Communicate problems in a timely manner to the Tech Lead, Project Manager
• Ability to handle Pressure when required
• Establishes and maintains agreed standards applicable to the work undertaken and ensures that the team adheres to
• Is a good team player
• Ability to remain calm in adverse situation and act wisely
• Ability to communicate and collaborate effectively with team members located elsewhere within the UK and India
• Demonstrate an enthusiastic and pro-active approach to software development
• Demonstrate the desire to produce high quality software products within agreed budget and timescale constraints
• The ability to pro-actively suggest and implement process improvements that enhance the performance, productivity and morale of the team
• The ability to work flexibly and imaginatively in a changing and evolving project environment.
  

Qualifications

Graduate