Job Description

Graduate in B.Tech B.Sc IT/B.Sc/MCA/ Diploma etc

KEY SKILLS:
Good Knowledge of UNIX and SQL.
Proficiency in operation and MS Office.
Excellent verbal and written communication skills.
Knowledge about domain/hosting/emails will be an added advantage.

Roles & Responsibilities: Part of the team that manages and supports 24/7 production systems with an on-call rotation
Coordinate with various teams and raise support ticket for all issues, analyze root cause and assist in efficient resolution of all production processes.
Monitor all alerts and maintain logs of all issues and ensure resolutions.
Responsible for monitoring and maintaining all environments including development, QA, UAT and production.
Coordinate with Application Development Team and Infrastructure teams to successfully deploy software releases.
Monitor process and software changes that impact production support.
Research, develop, and deploy automation scripts and tools to improve the team's overall efficiency.
Document and execute disaster recovery processes.
Work with global customers to resolve complex technical issues and maintain high customer satisfaction
Provide telephone/email support to clients for their queries
Log and resolve customer issues
Provide technical support within agreed SLA while ensuring that customer satisfaction goals are achieved
Customer correspondence including documentation of user guides and other resources
Escalation and reproduction of technical issues for the development team
QA tasks and technical documentation
System monitoring
Follow the escalation process: promptly identify cases to be escalated and assure cases are prepared for escalation (thoroughly investigated and documented)
Ensure proper recording and closure of all incidents and support issues within JIRA
Provide ongoing feedback on product usability and suggestions for improvement and provide technical leadership
Participate and Support organization's internal projects
Prepare accurate and timely reports
Remains knowledgeable of Ascentx product line, current industry products and technologies

Must Have Skills: Communication (verbal and written)
Ability to learn quickly.
Recent experience in Level 1 Support role.
Team player.
Flexible and willing to work long hours including during nights.

Add-Ons: Business analysis skills
Development/QA skills
Education: Any Graduate
Industry: Telecom, IT-Hardware/Networking

Skills Required