CBI - OTS - L1 Support - BL

Job Description

0 - 3 Years Mumbai Role description Responsible for providing technical and business operations support for the client Applications. Handling and resolving queries on technical and business operations from the customer. Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status. Manage customer expectations regarding estimated response times for issue resolution. Meet SLAs like response and resolution times in coordination with L2 and L3 Support. Collaborate with L2 and L3 team members to properly manage customer inquiries and escalate when appropriate. Run monitoring reports for usage, performance, and/or availability. Excellent ability to learn and articulate software-related and technical concepts. Strong active listening skills and excellent written and oral communications skills. Strong attention to detail when communicating with customers. Ability to empathize with customers and convey confidence. Experience in monitoring servers/instances and applications in a highly available environment and designing s/failover contingencies. Proactive in identifying, escalating, and addressing project issues and risks. Skills Linux, Oracle, SQL, WIndows and Microsoft.