Job Description

Urgent requirement for Production Support Executive in Ernakulam
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Responsibilities :

Act as gatekeeper for the Development Team, including sifting all incoming incidents, answering questions, training users, resolving issues not requiring code fix at first contact, and ensuring only real issues are backlogged
Act as a mediator for the Sustaining Team by taking ownership and ensuring resolution of incidents by prioritization
Communicate with customers regarding incident status
Monitor Service Level Agreements and corresponding timelines
Act as subject matter expert via follow-through of Root Cause Analysis, pre-production regression testing of company applications, post release verifications, as well as suggesting solutions to the development team.
Involved in process improvements regarding incident management and problem management
Responsible for reporting of position metrics
Document Systems requirement and process
Skills and Experience Required
3+ years of development experience required
Excellent skills in Microsoft SQL Server databases and respective procedural languages (PL/SQL and T- SQL)
Development background in .Net/DevOps environment and with strong troubleshooting skills
Good knowledge of Microsoft Excel is required
Independently runs routine scripts to fix data problems.
Author and review moderately complex scripts (SQL and others) to fix application data problems.
Writes moderately complex queries to support customer requests for information about their data.
Escalates and hands off to other areas/teams appropriately.
Ability to make key decisions under pressure.
Be able to communicate clearly and effectively with customers. This includes conversation via email and phone.
On-call responsibilities will exist with a rotation on a weekly basis.
Bachelor’s degree in Computer Science or a related field or equivalent experience
Good to Have
ITIL Foundation V3 certification
Prior experience in Application/Production support
Personal Competencies
Excellent verbal and written skills in English.
- Willing and available to work in US Hours & weekends on a rotational basis.
- Strong analytical, problem solving, time management, and verbal skills
- A positive can-do attitude
- Excellent customer focus and customer handling skills.
- Working Globally as a team.
- Results orientation.

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Skills

SQL , SQL Server , Problem Solving , Managing skills , Customer Relations , Customer Handling ,

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Qualifications

• Graduates
• Post Graduates