IntelliMatch & SQL Support Rotational Shifts

What you will be doing

Your primary responsibilities will be to provide a high level of client experience in form of support and technical expertise for helping clients get the best use out of the applications.

Principal Responsibilities: The successful candidate will be involved in all the following aspects of the role:

• Issue Management of issues logged with Client Services that includes;
  • Accurate and timely logging of issues
  • Prioritize issues according to set guidelines
  • Issue investigation and resolution
  • Issue escalation where required both internally and externally with customer
• Manage expectations with the client around timelines, support approach and status
• Organize WebEx sessions / Conference Calls for issue investigation and resolution.
• Keep up to date on functionality available in relevant product(s) and latest releases of new features or modules
• Ability to work under pressure, both in terms of deliverable deadlines, but also in communication with clients under difficult situations.

What you bring:

Knowledge / Experience

• 4-6 years experience of working on IntelliMatch Support
• Extensive experience of working with IntelliMatch hosted environment
• Proven expertise in managing, troubleshooting and supporting windows-based application on the public cloud
• Competency in supporting and troubleshooting end to end production environment by collaborating with datacenter operations, system/network/database support teams
• Knowledge of the financial services marketplace

Qualifications

• Degree or equivalent
• ITIL v3 Foundation or higher desirable

Competencies

• Fluent in English
• Excellent communicator ability to discuss technical and commercial solutions to internal and external parties and adapt depending on the technical or business focus of the discussion
• Attention to detail track record of authoring high quality documentation
• Organized approach manage and adapt priorities according to client and internal requirements
• Self-starter but team mindset - work autonomously and as part of a global team
• Willing to work in 24/7 rotational shift and weekend on call support

Technical requirements:

• Advanced knowledge of working with IntelliMatch.
• Troubleshoot complex issues involving Load Balanced environments
• Knowledge about various environments involving MQ, Citrix, n-tier architecture, Public/private cloud
• Understand complex DB objects - stored procedures, database views, triggers, database structure
• Ability to write SQL statements (joins, updates, scripts for analysis, etc.) Desired
• Experience around Crystal Reports and SSRS