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Job Description
- Participates in or leads a Live Support Team supporting one or more application projects
- Works collaboratively with the Application team, including architects, developers and testers, to ensure project success, also engage and collaborate with the infrastructure DBA teams to ensure delivery of DBA components
- Interact with customers to provide and process information in response to inquiries, concerns, and service requests about UPS’s products & services
- Ability to follow standard processes and procedures in terms of incidents handling, change implementation and problems records
- Validates technical information and issues early warnings and disseminates information as needed
- Gather customer’s 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 Knowledgebase content, Support forums, etc. 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 objective of retaining customers’ and clients’ business
Job Requirements
- Provide senior level support for production systems along with all related applications/services including SQL tuning, fixing application bugs and provides advice on application data issues
- As a 24X7X365 organization, shift work, holidays and on-call responsibilities may be required
- Educational Background: Computer Science, IT, Engineering, etc...
- 5 or more years of experience in Banking and (or) Card Management Systems, also has practical knowledge in PL/SQL-Java programing-Building Apps with ADF and (or) EE Components with EJB and JPA -Building Web Services
