Technical Support Engineer - Application Support

Associate III- Tech Ops Engineering-SUPPORT SERVICES-Applications-RTB

Associate - Tech Ops Engineering SUPPORT SERVICES-Applications-RTB

 

As a Technical Support Associate Engineer, L2 scope is responsible for providing technical support across Kotak suite of Application such Retail Assets (Loan application), lending suite of application via phone, emails in 24x7x365 days environment. Resource will be coordinating with L2 and internal IT teams for the various tasks of the scope and deputed onsite - Kotak Mahindra Bank Office.

 

Position is based out of Bangalore/Hyderbad location and reporting to the principal-Tech Ops Manager.

 

RESPONSIBILITIES

• On a daily basis, the entire checklist on the support shifts to be completed without fail.
• Be pro-active in creating & publishing kb articles as part of solving issues in a prod focused Knowledge Centered Support (KCS) environment
• Monitoring Jobs such as checking backup files movements status, Alert generation completion status, Transactions, disk size, logs, core checking channels are running, monitoring queue size, checking file processing failures and schedulers running or not, resubmitting failed files, gateway checking in primary and secondary app servers, uploading files, Branch synchronizing, Report Generation/Extraction, Auto Migration, purging activity, Providing support, Files upload & Logs
• Application Service Restart Daily/Weekly activity & Month end activity, etc..
• Incident Management, Email management, Team Coordination, Following Escalation Matrix
• Have the capability of providing after-hours support and weekend supports as per the Project.

 

REQUIREMENTS

• Strong knowledge of LINUX and Windows, including operating systems and networking (TCP/IP, DNS, LDAP, WMI, HA Clusters) preferably from an experienced system administration background or application background such Salesforce
• Basic SFDC Domain knowledge on Service cloud and should be aware on Performance Optimization, Automation Clean-up, Certificate Management, Data Management, Regular Health Checks, Security & Access Control, Storage & Integration Maintenance, Salesforce Admin Certified, Must have Hands-on on Integration Call,  Flows , Reports.
• Must be independent, self-motivated, have a people-oriented personality
• Effective and efficient driving problem solving skills
• Excellent communications skills, strong customer orientation, good organizational skills, self-driven with ability to multi-task on various projects and aptitude to learn new technologies

EDUCATION AND EXPERIENCE

• Diploma/B.Sc/B.Tech/Bachelor's degree in Computer Science/Information Sciences & Technologies preferable
• Min 3yrs Exp of support background in Service Desk/Application Tech Support(L1/L2) or relevant work experience in the technology support
• Good aptitude for testing, troubleshooting, problem solving, multi-tasking and prioritization
• Must be a good team player; excellent oral and written communication skills, including listening skill; experience with geographically distributed teams

Experience Level

Mid Level