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Designation Manager Application Support/ IT Product Based MNC Company - Kolkata - 1 Opening(s)
Job Description
Dear Candidate,

Greetings from 2COMS!!!

We have an excellent opportunity with a renowned IT Product based company for the role of Manager Application Support for Kolkata location. Please find the JD.

Designation - Manager App Support
Location - Kolkata
Experience - 10yrs - 16yrs
Qualification - B.E / B.Tech/ MCA/ B.Sc


We are looking for an engineer responsible for the items below:
Help support engineers investigate customer issues reported, troubleshoot and identify solutions and root causes;

Ensure prompt and accurate feedback to customers by email, by phone and in chat whenever required;

Ensure proper recording by doing regular audits and closure of all issues in the ticketing system , review and approve associate timesheets;

Ensure that problems are solved by applying the correct procedures and documentation, and providing feedback according to SLA;

Follow the correct SOP for proper escalation of unresolved issues to the appropriate internal teams;

Assist the team to document knowledge in the form of knowledge base technical notes and articles for internal reference.
Interact with R&D and Tech Pub Team when it is necessary and attend technical scrums;

Adhere to defined standards and measures for quality and customer satisfaction requirements;
Do reporting to higher management on monthly basis/whenever required,
Manage customer escalations by getting into customer calls when required;
Participate in weekly Steerco calls with customers;

What you bring to the role:

Total experience should be between 10 Years to 15 Years
Working experience in (Windows Server/ Unix /Linux server) with at least one-year experience;
Good understanding in Azure/AWS cloud infrastructure .
Web Application Server Tomcat or JBoss ;
DNS servers;
SQL MS SQL Server or Azure SQL or PostgreSQL;
Good understanding of e-commerce application and the concept of BSS and OSS .
Familiar with different management reporting tools such as MS Project.
Familiarity with issue tracking systems (e.g.  Atlassian JIRA, Freshdesk, Zendesk);

Analytical mindset, detail oriented, and passion for digging into log records in attempt to identify root cause of a reported issue and create executive summary for top management;

Basic understanding of telecommunications billing process: resource usage calculation and service invoicing (how customer is getting billed for his purchases, what documents are used)

E-commerce processing: how customer can pay for his services using some payment processing center

Bachelors/Masters degree in Engineering (preferably Computer Science) or equivalent;
Fluent English

Communication and interpersonal skills;

Logical and Analytical Thinking;
Problem solving and investigation;
Understanding of system logs and experience with troubleshooting/monitoring utilities;

Practical experience with some hosting software like services (basic configuration, troubleshooting);
Time management and ability to deliver on deadlines;
Ability to work both independently and cooperatively with others;
 Additional pluses are: 

Has experience of Web development (static HTML+CSS, framework-based websites) from the very beginning (like domain name registration) to website to hosting deployment; web
Any background in software development would be a big plus;
ITIL, PMP/Prince 2 Foundation

Prior experience of managing a team of L2 and L3 support engineers.

Interested candidate can share their resume on rafikhunnisa.s@2coms.com or call me on 8420577308

Desired Profile Please refer to the Job description above
Experience 10 - 16 Years
Industry Type IT-Software, Software Services
Role Technical Support Engineer
Functional Area IT Software - Application Programming, Maintenance
Employment Type Full Time, Permanent ,

UG - Any Graduate - Any Specialization

PG -

Doctorate -

Compensation:  14,00,000 - 18,00,000 Per Month
Location Kolkata
Contact Rafikh
2Coms Consulting Pvt Ltd.
Telephone 8420577308
Job Posted 2019-07-19 13:34:35.0