Application Support Analyst

from 3 to 5 year(s) of Experience
Chennai, Kochi
Not Disclosed by Recruiter
Posted: 17 days agoJob Applicants: 430Job Views: 729

Job Description

Roles and Responsibilities

    • Provide initial support for customer issues reported from the production environment of various applications.
    • Gather the customer’s information and to determine the customer’s issue by analyzing the symptoms and figuring out the underlying issue.
    • Prioritize the tickets based on severity.
    • Supervise all alerts related to application and system procedures and provide services proactively.
    • Identify and document a Problem based on the recurring nature of incidents.
    • Channel the requests which require bug fix or more in-depth technical analysis to the next level of technical support teams.
    • Monitor progress of requests and ensure users and other interested parties are kept informed
    • Provide on-call support during out-of-office hours for P1 tickets.
    • Follow the SLA defined with NIL deviation.
    • Work closely with the technical team members to resolve the production issues.
    • Must show poise and maturity under pressure, have excellent communication skills (written and verbal), and must be a team player.
    • Ticketing tool knowledge
    • Provide a high level of service to our customers and adhering to our strict SLA’s for response


Desired Candidate Profile

    • Excellent written and verbal communication skills.
    • Minimum 3-5 Years of relevant experience in Application Support/Service Desk projects.
    • Experience in SLA based service management.
    • Experience in any one of the Service Management tools such as Service Now, CRM, JIRA, Remedy, etc.
    • Previous experience dealing with support cases or requests via e-mail, telephone.
    • Knowledge in Excel and Reporting stuffs.
    • Linux Knowledge.


Good to Have:

  • Certification in ITIL.
  • Basic/Advanced Linux / Java scripting knowledge
  • Basic/Advanced automation skill

Behavioural Skills

    • Be able to effectively communicate and interact with all level of employees/ Clients.
    • Pro-active, assertive, motivated and disciplined.
    • Must be fluent in English.
    • Great verbal and written communication skills.
    • Excellent learning skills.
    • Willing to be flexible with shift work.
    • Creation and distribution of knowledge and information with other team members and the company.
    • Should be a self-starter & good team player.

Suitable candidates reach out to +91 9841062109


anitha.dhayakaran@wlt.com


Keyskills

Desired Candidate Profile

Please refer to the Job description above

Education-

UG:B.Sc - Computers, B.Tech/B.E. - Electrical, Computers

Company Profile

Williams Lea India Private Limited

Williams Lea Tag Group comprises two strategic business units, Williams Lea and Tag, with combined revenues of $1.2billion and 10,000 employees worldwide, operating in over 195 cities across 40 countries.

View Contact Details+

Contact Company:Williams Lea India Private Limited

Address :Block A, Module 3A – West Wing,, Chennai, Tamilnadu, India

Salary

Not Disclosed by Recruiter

Role Category

Admin/Maintenance/Security/Datawarehousing

Role

Technical Support Engineer

Employment Type

Full Time, Permanent

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