- Resolve basic customer queries and perform initial troubleshooting, to ensure prompt and effective resolution of common customer issues, improving customer satisfaction and reducing wait times for support.
- Escalate complex cases as needed, to ensure specialized handling and efficient resolution.
- Actively participate in training sessions and workshops to continuously improve skills and industry knowledge.
- Gather customer feedback during interactions and contribute to the team's efforts, to identify areas for improvement, and support processes to better meet customer needs.
- Analyze urgent issues within 24 hours and fix them quickly to prevent them from happening again. Restore normal operations fast to minimize downtime and customer impact.
- Maintain production environment availability at a minimum of 99.5% for unplanned application outages, to ensure high reliability and minimize unplanned outages, providing a smooth experience for customers.
- Respond fast to minimize impact, restore services, and keep customer trust. Meet SLAs during incidents to ensure good service and reliability.
Bachelor's degree in Engineering, Information Technology, Computer Science, or a related field. (ITI & NTI graduates are preferred).Certified Linux Admin 1, Python, PL-SQL, Java – API and Bash Scripting are preferred but not required. 4-5 years in Engineering or IT Application Support. Fintech background is a plus. Accepting on-call process. Strong understanding of application support processes and best practices. Strong Linux knowledge (scripting, searching, operating, etc.).Strong SQL/PL SQL knowledge. Organized with a highly focused attention to detail. Strong result-oriented and customer-focused mentality.