Application Support Lead

Citiustech

4 - 7 years

9 - 19 Lacs

Pune Bengaluru Mumbai (All Areas)

Posted:4 days ago| Platform:

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Skills Required

Linux Application Support windows ITIL SQl Unix

Work Mode

Hybrid

Job Type

Full Time

Job Description

Role & responsibilities

Manage end customer communication. Provide solutions based on standard SOPs
Responsible for the day- to-day support of application systems in operation, including tasks related to identifying and troubleshooting application issues, resolution and escalation.
Provide support to our client in shifts US working hours across the US Time-zones & then in 24/ 7
Should be able to quickly learn and adapt to set processes and ensure they are followed in a timely manner
Analyze, diagnose root causes, known errors and resolve challenging issues relating to software applications, Windows OS, SQL Server databases and other related technologies
Respond to client problems (phone/portal) voice support (Inbound / Outbound), Log and document incidents within a ticketing system (Auto generated tickets)
Refer incidents to senior team when an incident is beyond their scope Ensure SLAs are met and delivered according to Support specification
Participate in sharing knowledge and publishing Knowledge articles

Preferred candidate profile

Experienced with Application Support & Maintenance Well versed with L1-L2 support process (Preferably Healthcare Domain)
Windows L1 level Support Experience
Basic understanding of application troubleshooting and ability to independently manage set SOPs
Must have ITIL knowledge Familiar working on ITSM Ticketing tools
Good understanding of DICOM, HL7 interoperability and PACS/Cardio workflows
Good Problem Solving/Decision Making Skill Excellent Communication (Oral/Written) skills
Knowledge of Cloud (networking & security configurations)

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