Level 3 expert Technology Support for Service Delivery Operations, Projects

As a suitable candidate for the 3rd tier expert technology support role in service delivery operations and projects, you must have relevant experience in Software Product Support at L2/L3 level or in Application Support. Your responsibilities will include being the 3rd tier support/solution provider for escalated technical issues across Platform/System/Data. You will train and enable the SDOs to handle and contain issues at their levels, act on tickets raised by SDOs/Project BAs that were not resolved at the ground level, and work on tighter SLAs to ensure overall service delivery SLAs are met. Analyzing the issue tickets offline from logs and online with direct log-in based on the severity of the highlighted issue will be part of your role. You will provide the on-ground execution team with the Method of Procedure (MoP) for resolution, work closely with L&D to keep SDOs updated on new functionalities and developments in the Product, and create and maintain a Knowledge Database for troubleshooting issues/new configurations. You are expected to enhance knowledge levels about product enhancements through continuous learning from the engineering development team, ensure minimal/no slippage and escalations to 4th level support, and come up with suggestions for improving the product, partnering with the Engg/Product management team for implementation. The essential skills required for this role include deep/expert level Platform/Systems/DB knowledge, being business-sensitive, and skillful in the assigned technology area simultaneously. Proficiency in Java, SOA, Cloud, Big Data, SQL, and Oracle is necessary. In addition to technical skills, you should possess behavioral competencies such as communication skills, analytical problem-solving skills, and time management. The role falls under the IT/Computers-Software industry category and the specific designation is Manager - Support. Key skills for this position include Operations, Service Delivery, Java, SOA, Cloud, Big Data, Hadoop, Product Support, Application Support, Level 3 Support, Level 2 Support, and Analytics. The educational requirement for this role is a graduate degree. If you are interested in applying for this position, please send your resume to jobs@augustainfotech.com.,