Senior Support Executive

Senior Support Executive

Key Responsibilities

1.

• Act as the primary escalation point for production issues and complex incidents.
• Ensure SLA compliance with structured triage, root cause analysis, and timely resolution.
• Collaborate with clients, internal teams, and vendors to address technical challenges.
• Maintain detailed incident logs, RCA reports, and preventive action documentation.

2. System Monitoring & Preventive Maintenance

• Proactively monitor system health, database performance, and application uptime.
• Participate in maintenance windows, version upgrades, and patch deployments.
• Implement monitoring alerts and recommend preventive measures to minimize downtime.

3. Documentation & Knowledge Base Management

• Create SOPs, troubleshooting playbooks, and user self-help guides.
• Maintain internal documentation repositories and update solution databases regularly.
• Mentor junior team members and lead knowledge-sharing sessions.

Good to have Skills & Competencies

• Strong analytical, troubleshooting, and problem-solving abilities.
• Excellent command of English (written and verbal) for client communication.
• Ability to handle pressure, prioritization, and critical incident management.
• Leadership mindset with the ability to train and guide support engineers.

Technical Expertise

• Database Management: SQL Server / Oracle query optimization, data validation, stored procedures.
• Server Administration: Windows Server, IIS, and web application deployment.
• Networking Basics: DNS, SSL, TCP/IP, firewalls, and load balancers.
• Cloud Awareness: Basic exposure to Azure / AWS environments.

Tools & Technologies (Preferred Experience)

Support & Monitoring Platforms

• JIRA / Zendesk / Freshdesk / ServiceNow for issue tracking and SLA management.

Development & Deployment Tools

• Git / Bitbucket / Azure DevOps version control and deployment coordination.

Database & Server Tools

• Windows Server Manager / IIS Manager configuration and troubleshooting.

Remote Access & Diagnostics

• AnyDesk / TeamViewer / RDP for remote troubleshooting and client environment support.

Preferred Background

• Prior experience in FinTech, Brokerage, or SaaS-based platforms.
• Exposure to client onboarding systems, payment gateways, or trade lifecycle platforms