Production Support A....
Production Support Analyst 2-4 years
Posted on :
25-04-2024
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
25-04-2024
Job Description
Req ID : 2756354
Experience Level: 24 years.
Location: Trivandrum Work from office
Job Type: Fulltime
Shift Pattern: 5 Days On / 5 Days Off 12Hour Rotational Shifts
Prefer candidates from Kerala.
Responsibilities:
1. Prioritize incidents ensuring timely and highquality resolution.
2. Acknowledge incoming tickets within the specified response SLA.
3. Take ownership and see through all priority customer incidents.
4. Diagnose and provide technical resolutions for system software and applicationrelated issues.
5. Conduct rootcause analysis collaborating with Retail Systems to proactively eliminate potential problems.
6. Technically escalate tickets requiring further investigation to thirdline support teams.
7. Collaborate with Development QA and DevOps teams to expedite incident resolution and ensure seamless support service delivery to customers.
8. Handle internal and external customer interactions professionally maintaining a high level of service and commitment.
9. Clearly document all customer interactions and steps taken to resolve incidents.
10. Create and publish KB articles and documents for internal and external use.
11. Identify and escalate situations requiring urgent attention.
12. Manage production servers (Linux and Windows).
Requirements:
24 years of relevant experience.
Knowledge in command line UNIX SQL scripting and database management (Cassandra Redis).
Excellent written and verbal communication skills.
Experience in general application and infrastructure support (incident change problem management controls monitoring production processing) ITIL framework industry delivery and support standards and processes knowledge management systems and ITSM tools.
Strong problemsolving and analytical skills.
Ability to troubleshoot issues and find solutions.
Good organization and communication skills.
Knowledge in tools like Kafka offset explorer Kafka Magic tool Another Redis Cassandra & Datadog.
ticketing,database,communication,api,linux
Employment Type
Full Time
Key Skills
- IT Experience
- Problem Management
- Desktop Support
- Citrix
- Mobile Devices
- Windows
- Customer Support
- Help Desk
- Operating Systems
- Technical Support
- Troubleshooting
- Application Support
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