Provide application Support Services to customers with problem determination, workaround resolution, root cause analysis, major incident management - Use of case management tool to log and track issue status and related activities - The ability to manage multiple urgent application support issues in parallel - Complete ownership of Application Help Desk (Hotline/Email/Tickets) and resolution within defined Service Operation processes. - Scope a customer’s issue by collecting the relevant facts and investigate the problem. - To ensure that solution and application support documentation is maintained to the highest quality and accuracy - To provide support so that client systems are fully operational, and any loss of service is restored in a timely and efficient manner - Establishing the root causes of application errors and escalating serious concerns to the development team. - Create and publish knowledge articles for re-use by customers - Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations - To support in verification and validation testing activities to application software testing team.
Education UG :Any Graduate, B.Tech/B.E. in Production/Industrial PG :Any Postgraduate
