Senior Live Support Engineer

AS a 24x7x365 Organization, Shift Work, Holidays and on-call responsibilities may be required :

• Participates in or leads a live support Team supporting one or more application project Works collaboratively with the application team, including architects ,Developers and testers , to ensure project success , also engage and collaborate with the infrastructure DBA team to ensure delivery of DBA components
• Provide senior level support for production systems along with all related application / services including SQL tuning ,Fixing application bugs and provides advice on application data issues
• Interact with customers to provide and process information in response to inquiries ,concerns , and service requests about UPs products & services inquires, concerns, and service requests about UPS products &services
• Ability to follow standard processes and procedures in terms of incidents handing ,change implementation and problems records
• Validates technical information and issues early warning and disseminates information as needed
• Gather customers information and determine the issue by evaluating and analyzing the symptoms
• Follow up and make scheduled call backs to customers where necessary
• Identifies and understands issues , problems ,and opportunities ,compares data from different sources to draw conclusions ,uses effective approaches for choosing a course of action or developing appropriate solutions ,and take action that is consistent with available facts , constraints , and probable consequences
• Participate in the creation and maintenance of knowledge base content , support forums ,ect regularly submits content to the knowledge database
• Prepare manuals and user documentations whenever needed in relation to any adopted system changes
• Offer alternative solutions where appropriate with the with the objective of retaining customers and clients business