You will be responsible for providing on site/remote technical support for clients who have critical response time requirements for their business systems.
You will work independently and as part of a team to urgently analyze technical issues, troubleshoot over the Email/Phone or via remote access, and escalate problems when appropriate.
Provide first level support for production issues across multiple applications, including problem identification, definition and implementation of short-term work around and coordination of long term software solution with business analysis and development team.
Monitor trouble management system to ensure all reported production issues are addressed according to published service level agreement.
Diagnose and resolve day-to-day live system issues in timely manner based on their severity.
Clear understanding of software development life-cycle methodologies and documentation standards.
Maintain ongoing communication with end-users, business analysts, QA team, and development team on reported issues.
Effectively record and monitor progress of all issues raised, providing feedback to the business users as required.
Liaise with other support/development teams to resolve cross system issues
Maintain application support documentation.
Maintain confidentiality with regard to the information being processed, stored or accessed.
Provide evening and weekend support in response to needs of the applications being supported if necessary.