Job description:
Purpose This role is responsible for the application performance and availability, working closely with other technical teams to ensure the service to our client is always of the best quality.
Key Missions- Analyzes, troubleshoots and resolves tickets escalated by support level 1 or 2 (internal, external) within SLA or internal OLA
- Reproduces and document customer problems and escalate them to relevant solution or product development teams
- Provides input as required on product and customer specific functionality, configuration and usage
- Designs corrective action plans or local workarounds that allow issues to be solved within the SLA
- Documents ticket resolution and ensure proper communication or reporting to customers on ticket resolution progress
- Maintains support documentation up to date
- Carries out on-site administration and preventive maintenance activities
- Performs system upgrades at customer premises during post go live period (ramp up/grace period)
- Ensures procedures are correctly implemented
- Maintains IT infrastructure and backend components, including hardware and software
- Conducts analysis with guidance of a Customer Success Engineer 2
Profile & Other Information- Able to analyze application logs, reproduce issues, and perform root cause analysis
- Experience in troubleshooting and resolving technical issues in enterprise or mission-critical systems
- Able to analyze application logs, reproduce issues, and perform root cause analysis
- Hands-on with system administration, backend components, and IT infrastructure
- Capable of working independently within SLA/OLA and implementing corrective actions or workarounds
- Strong documentation and communication skills
- Willing and able to perform standby/on-call duties on a rostered basis
