Module Lead

Level 2 To be managed by TechM 1.
Provide second level support to end users and level 1 support team for ECTO and SFTT Solution. 2. Collaborate with level 1 team is resolving support tickets, emails, and phone calls in a timely and professional manner. 3. Perform configuration that are result of Incidents, Change Request, RITM and SCTasks. 4. Troubleshoot and resolve user issues related to time off requests, time tracking, and other functionalities within the applications. 5. Collaborate with level 1 technical support team to escalate and resolve complex customer issues. 6. Conduct remote troubleshooting sessions with end users to diagnose and resolve technical problems. 7. Document and track issues, resolutions, identify patterns, suggest improvements to application and interactions in SNOW. 8. Collaborate with Nestle Time Management Architects team to identify and report software bugs and suggest improvements. 9. Provide training and guidance to level 1 technical support team members to enhance their knowledge and skills. 10. Stay updated with the latest features and updates of the ECTO and SFTT to collaborate with Nestle Architects and Product Manager for addition to roadmap. 11. Assist in testing new system releases, patches, and updates to ensure they are functioning correctly and without any adverse impact on user experience. 12. Collaborate with cross functional teams, such as HR Core, BSI, Payroll etc., to provide support on product enhancements and rollouts. 13. Participate in regular team meetings and training sessions to enhance technical knowledge and share best practices. 14. Adhere to established service level agreements (SLAs) and prioritize support tickets based on urgency and impact on business operations. 15. Maintain a high level of customer satisfaction by ensuring timely and effective resolution of customer issues. 16. Continuously improve technical support processes and procedures to enhance efficiency and customer experience. 17. Stay updated with industry trends and technologies related to ECTO and SFTT to provide proactive support and guidance to customers. 18. Maintain a high level of professionalism, confidentiality, and customer service orientation while interacting with end users