Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
Job Description
- Resolve basic customer queries and perform initial troubleshooting, to ensure prompt and effective resolution of common customer issues, improving customer satisfaction and reducing wait times for support.
- Escalate complex cases as needed, to ensure specialized handling and efficient resolution.
- Actively participate in training sessions and workshops to continuously improve skills and industry knowledge.
- Gather customer feedback during interactions and contribute to the team's efforts, to identify areas for improvement, and support processes to better meet customer needs.
- Analyze urgent issues within 24 hours and fix them quickly to prevent them from happening again. Restore normal operations fast to minimize downtime and customer impact.
- Maintain production environment availability at a minimum of 99.5% for unplanned application outages, to ensure high reliability and minimize unplanned outages, providing a smooth experience for customers.
- Respond fast to minimize impact, restore services, and keep customer trust. Meet SLAs during incidents to ensure good service and reliability.
Job Requirements
- Bachelor's degree in Engineering, Information Technology, Computer Science, or a related field. (ITI & NTI graduates are preferred).
- Certified Linux Admin 1, Python, PL-SQL, Java – API and Bash Scripting are preferred but not required.
- 4-5 years in Engineering or IT Application Support.
- Fintech background is a plus.
- Accepting on-call process.
- Strong understanding of application support processes and best practices.
- Strong Linux knowledge (scripting, searching, operating, etc.).
- Strong SQL/PL SQL knowledge.
- Organized with a highly focused attention to detail.
- Strong result-oriented and customer-focused mentality.
