Posted on:10-Oct-2014

Level 3 "expert" Technology Support for Service Delivery Operations, Projects

Location: Trivandrum
Experience: 5 - 10 Yrs
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Job Description

Hiring, suitable candidates for 3rd tier expert technology support for service delivery operations and projects. Mandatory to have relevant experience in any Software Product Support at L2/L3 level or in Application Support.


3rd tier support/solution providers for escalated technical issues across Platform/System/Data
Train and enable the SDOs to handle and contain issues at their levels.
Acts on tickets raised by SDOs/ Project BAs, which were not solved at the ground level
Works on tighter SLAs which will ensure the overall SLA of service delivery
Analyze the issue tickets offline from logs and online with direct log in, based on severity of the highlighted issue
Provide the on ground execution team with MoP for resolution
Work closely with L&D to keep SDOs updated on new functionalities and developments in the Product
Create and maintain KDB for troubleshooting issues/ new configurations, in order to empower and enable SDOs in terms of knowledge levels in long term
Enhance knowledge levels about the product enhancements through continuous learning from engineering development team
Ensure minimal/ no slippage and escalations to 4th level support
Come up with suggestions for improving the product and partner with Engg/Product management team for implementation of the same

Essential skills
Deep/Expert level Platform/Systems/DB knowledge
Being business sensitive and skillful in assigned technology area simultaneously
Java, SOA, Cloud, Big Data, SQL, Oracle

Behavioral Competencies
Communication skills
Analytical problem solving skills
Time management 

Required Skills and Experience




Manager - Support

key Skills :

Operations, Service Delivery, Java, SOA, Cloud, Big Data, Hadoop, Product Support, Application Support, Level 3 Support, Level 2 Support, Analytics

Education :

Any Graduate

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