Scope of the Role: 

• Direct Reports: This is an individual contributor role with no direct reports 

Key Responsibilities: 

• Provide escalated technical support for complex technical issues which may include leading problem management cases and providing management status.  

• Coordinate escalated support cases and lead appropriate internal technical resources and/or third-party vendors to resolution. 

• Identify, analyze and resolve the assigned tickets using root cause analysis to determine the appropriate solution(s). 

• Install, monitor, maintain, support, and optimize all production server hardware and software.  

• Participate in the ticket review process and provide severity and scope analysis of issues, inquiries and requests; maintaining ownership until resolution. 

• Analyze metrics and identify the possible reasons for any achievements or deviations. 

• Action plan and execute for the feedback received from customers. 

• Continuous monitoring of production servers that includes system health, resource utilization, file transfer rate, database insert rate and logs. 

• Application health monitoring that includes file processing, data loading, completion of scheduled tasks, report generation, application related processes, dashboards and application logs. 

• Use alarm monitoring tools, interpret the condition being alarmed, resolve and/or escalate to the next level support. 

• Monitor, execute and support production performance by performing benchmarking and research while initiating actions to improve results and/or problem correction. 

• Error research based on the warnings, errors available in the production logs. 

• Prioritize the production issues by analyzing the logs, database entries and processes. 

• Perform User Acceptance Test in the production environment and perform relevant error research. 

Experience, Education and Certification: 

• Bachelor degree in computer science, electronics or telecommunication or equivalent work experience. 

• 2+ years relevant professional experience in the areas of application support, technical customer support, problem management, relational databases, programming languages, software development. 

• Certification on operating systems and databases (Preferred) 

• Preferred Oracle certifications-OCP, OCA, SQL Server Certified Engineer 

Additional Requirements: 

• Exceptional customer service skills and demeanor, along with the innovative ability to communicate with both technical and non-technical clients 

• Excellent analytical, multitasking, and communication skills (both verbal and written), detail orientation and familiarity with testing and troubleshooting techniques.