Level 3 expert Technology Support

You will be responsible for providing 3rd tier expert technology support for service delivery operations and projects, with a specific focus on Software Product Support at L2/L3 level or in Application Support. Your main duties will include: - Offering 3rd tier support and solutions for escalated technical issues across Platform/System/Data - Training and enabling SDOs to handle and contain issues at their levels - Addressing tickets raised by SDOs/ Project BAs that were not resolved at the ground level - Working towards tighter SLAs to ensure overall service delivery SLA - Analyzing issue tickets offline from logs and online with direct log in, based on the severity of the highlighted issue - Providing the on-ground execution team with MoP for resolution - Collaborating with L&D to keep SDOs updated on new functionalities and developments in the Product - Creating and maintaining KDB for troubleshooting issues/new configurations to empower and enable SDOs - Enhancing knowledge levels about the product enhancements through continuous learning from the engineering development team - Ensuring minimal/ no slippage and escalations to 4th level support - Offering suggestions for improving the product and partnering with Engg/Product management team for implementation Essential skills for this role include: - Deep/Expert level Platform/Systems/DB knowledge - Business sensitivity and skillfulness in the assigned technology area simultaneously - Proficiency in Java, SOA, Cloud, Big Data, SQL, Oracle In addition to technical skills, the following behavioral competencies are crucial: - Effective communication skills - Strong analytical problem-solving skills - Efficient time management The required skills and experience for this position are as follows: - Industry: IT/Computers-Software - Role: Manager - Support - Key Skills: Operations, Service Delivery, Java, SOA, Cloud, Big Data, Hadoop, Product Support, Application Support, Level 3 Support, Level 2 Support, Analytics - Education: Any Graduate If you are interested in this opportunity, please reach out to jobs@augustainfotech.com for further details.,