About [24]7.ai
[24]7.ai uses artificial intelligence, human insight, and deep vertical expertise to produce personalized, consistent, and satisfying customer experiences. The company\'s advanced conversational AI platform, combined with more than 20 years of contact center operational expertise, empowers the world\'s largest and most recognizable brands to deliver natural, frictionless conversations across all digital and voice channels.
No matter what industry, the measure of success is in the numbers. At [24]7.ai, we understand the challenges that are top of mind for customer-centric organizations\xe2\x80\x94and we know how to deliver results. Our solutions and services are purpose-built to make an impact on the metrics that matter most: CSAT scores, revenue, and ROI. See what kind of measurable impact you can be a part of.
Our promise is to out-perform on every metric for our customers.

• >70% Service Automation
• 20%+ Cost Per Contact Savings
• Commercial model aligned to customer value
• 10+ year average customer tenure*
• 97% CSAT
• 150+ Enterprise customers

Our company DNA is based on 20 years of contact center experience with a cloud-native CCaaS platform powered by industry-leading conversational AI, over 173 patents and a fully managed CXaaS offering.
We are a global leader in technology, contact center operations and great place to work, recognized by industry analysts:

• Leader in Forrester Wave for Conversational AI 2021
• Leader in Ovum Intelligent Virtual Assistant 2021
• Leader in Everest CXaaS 2021
• India\'s Best Workplaces for Women 2021
• Top 20 Best Places to Work for Women (Guatemala)
• Philippines Best Employer Brand Award 2020

In addition to the above, reinforcing our company values is key.
At [24]7.ai, you will find a team of people who are passionate about using artificial intelligence, machine learning, and human intelligence to help some of the world\xe2\x80\x99s leading brands connect with their customers.

Job Title: Application Support Lead

Brief about the role
Seeking an experienced and proactive Application Support Lead (Tech Lead) to oversee our Level 2 support team.
The ideal candidate will possess strong technical skills in SQL, ITIL, networking basics, Supporting -ASP.NET/Java Applications, MSSQL, MySQL, JIRA, and a basic understanding of cloud technologies.
Additionally, excellent people management and stakeholder communication abilities are essential for success in this role.
Any experience on SAP Human Resources Management Solutions would be an added advantage. Would need to understand requirements and work with vendor to implement

Job title : Lead, Application support Engineer
Education : BE/B.Tech / MCA With specialized in CS / IT / IS only.
Work Location : Hybrid Model - Bangalore location
Work Shift time : 6 AM \xe2\x80\x93 3 PM OR 10 AM \xe2\x80\x93 7 PM OR 3 PM \xe2\x80\x93 12 PM OR 9 PM \xe2\x80\x93 6 AM
Note : Comfortable to work on weekends and you will be given 2 days off on week days.
BU & Department : Global Shared Services & Information Systems.

Key Responsibilities:
Lead and manage a Level 2 support team responsible for resolving escalated incidents and service requests related to our applications
Ensure timely and effective resolution of technical issues, leveraging expertise in SQL, ASP.NET, MSSQL, and MySQL
Collaborate with development teams, and other stakeholders to prioritize and escalate incidents appropriately
Develop and maintain support processes and procedures in accordance with ITIL best practices, ensuring adherence to service level agreements
Utilize networking basics knowledge to troubleshoot connectivity issues and optimize application performance
Monitor application performance metrics and implement proactive measures to prevent service disruptions and minimize downtime
Act as a point of escalation for critical incidents, coordinating with cross-functional teams to resolve issues promptly
Communicate regularly with stakeholders to provide updates on support activities, incident status, and resolution timelines
Maintain documentation related to support processes, known issues, and resolutions
Provide coaching, mentorship, and performance feedback to team members to foster professional growth and development

Qualifications:
Bachelor\xe2\x80\x99s degree in computer science, Information Technology, or a related field
Minimum of 5 - 7 years of experience in application support, with at least [5] years in a leadership or supervisory role
Strong technical proficiency in SQL, ASP.NET /Java App Support, database support (MSSQL and MySQL)
Knowledge of ITIL framework principles and experience implementing ITIL processes in a support environment
Familiarity with networking basics, including TCP/IP, DNS, and routing protocols
Experience using JIRA or similar ticketing systems for incident management and service request fulfillment
Basic understanding of cloud computing concepts and experience working with cloud platforms (e.g., AWS, Azure) is added advantage
Excellent communication skills, both verbal and written, with the ability to interact effectively with technical and non-technical stakeholders
Strong problem-solving and analytical skills, with a focus on delivering practical solutions to technical challenges
Relevant certifications such as ITIL Foundation, Microsoft Certified: Azure Fundamentals, or AWS Certified Solutions Architect are desirable.

Join our team and play a key role in ensuring the stability and performance of our critical applications while leading a talented support team. Apply now and contribute to our mission of delivering exceptional support services to our stakeholders!

Does your profile matches to above Job description and looks exciting? Then look no further and share your resume to Arshad.s@247.ai

Brief about Organization:
About [24]7.ai Innovation Labs:
[24]7.ai is a global leader in conversational AI and Customer Experience. We make it simple for consumers to connect with companies to get things done.

[24]7.ai is redefining the way companies interact with consumers. Using artificial intelligence and machine learning to understand consumer intent, [24]7.ai\xe2\x80\x99s technology helps companies create a personalized, predictive and effortless customer experience across all channels.

The world\xe2\x80\x99s largest and most recognizable brands are using intent-driven engagement from [24]7.ai to assist several hundred million visitors annually, through more than 2.5 billion conversations, most of which are automated and learn from each consumer experience. We have one of the best work environments in Bangalore. The result is an order of magnitude improvement in digital adoption, customer satisfaction, and revenue growth.

[24]7.ai Headquartered in San Jose, California, USA with R&D centres in the US, Canada, India, Australia and sales offices in the US, Canada, UK, and Australia. We provide customer engagement solutions for service and sales powered by a cloud platform that uses big data and predictive analytics to deliver business outcomes.

For more information, visit: www.247.ai/company

Brief about the role
Seeking an experienced and proactive Application Support Lead (Tech Lead) to oversee our Level 2 support team.
The ideal candidate will possess strong technical skills in SQL, ITIL, networking basics, Supporting -ASP.NET/Java Applications, MSSQL, MySQL, JIRA, and a basic understanding of cloud technologies.
Additionally, excellent people management and stakeholder communication abilities are essential for success in this role.
Any experience on SAP Human Resources Management Solutions would be an added advantage. Would need to understand requirements and work with vendor to implement