Application Support Lead
2 weeks ago
[vc_row][vc_column][tm_spacer size="lg:100"][/vc_column][/vc_row][vc_row el_class="fix"][vc_column el_class="header-wrap"][tm_heading style="float-shadow" custom_google_font="" font_weight="400" text="Application Support Lead - (L1)" font_size="sm:28;md:34;lg:40" line_height="1.28"][tm_spacer size="lg:10"][tm_heading style="typed-text-02" tag="h6" custom_google_font="" font_weight="500" text="Job Details:" font_size="sm:20;md:20;lg:25" typed_list="%5B%7B%7D%5D" line_height="50px"][tm_spacer size="lg:10"][vc_column_text] Roles and responsibilities:
Providing front-end (L1 and L2) support to clients and end users.
Respond to application related queries and trouble tickets promptly.
Investigate, diagnose, troubleshoot, identify, and apply potential solutions to a problem.
Monitor the incoming tickets and prioritize, distribute open items
Support enterprise-level application systems - functional and technical assistance
Ensure that application (front-end and back-end) is functioning well, optimally.
Making sense of a situation and deciding the course of actions
Consult the software development team (L1), business managers and clients as required
Documenting processes and monitoring application performance metrics.
Establish a practice of support service delivery, analysis, record keeping and documenting
Build a team of motivated engineers with customer success in mind
Direct and lead a team of support engineers
Requirement:
A bachelor's degree in software engineering, computer science, information technology, information systems, computer engineering, or similar
Min 6-10 years of demonstrable experience as an application support engineer for an enterprise level software application.
Strong at technical support skills, to respond swiftly to a variety of customer service issues
Excellent at customer service skills to provide high-level assistance and customer care for Application and Database issues and general user support for the apps.
Basic experience of .Net, MS-SQL. But Azure is a big plus
Software developer/ coding background is desired
Basic knowledge of server & network setup, hardware technical specifications
Experience using Service management tool like Jira and similar
ITSM/ITIL knowledge or experience is a plus
Healthcare domain knowledge is a big plus
Excellent verbal and written communication (English)
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