At least 2+ years of experience in Application Production L1 support.
Should have knowledge of ITIL Framework SLA management, Incident management, Service request handling, Monitoring (alerts, logs), Transitions (KT) etc.
Should have worked on any Service desk tool like BMC Remedy, ServiceNow, JIRA, Redmine, CA Service Desk etc.
Knowledge of web applications in Microsoft Visual Studio 2010 or above using ASP.net, C#, JavaScript, jQuery, Angular JS.
Shall have knowledge of the .NET 3.5/4.0/4.5 Framework
Able to write and execute SQL Queries and Stored Procedures on the RDBMS.
Able to write test cases and perform Functional/Regression test.
Have good writing skills for email, Support Documentation KEDB, SOP, FAQ, RFC etc.
Have very good communication skills verbal, listening, reading, writing, attend phone calls bridge calls.
Work with multiple teams end users, functional teams, system engineers, Service desk, release manager, change manager, development team, ISG etc.
Perform support improvement activities such as ticket analysis, repeat tickets, critical tickets, RCA, permanent fixes, automations of manual tasks
Flexible to work on weekend in 9x7 work environment, as per 5 day s work rosters.
Flexible to handle multiple concurrent tasks, with multiple users, do regular follow-ups till ticket closure.
Primary Skill Set:
Application Support- L1/L2, Service desk Incident management, Problem management, Service Request Fulfilment, Ticket Analysis, Functional testing, ITIL Process
At least 2+ years of experience in Application Production L1 support.
Should have knowledge of ITIL Framework SLA management, Incident management, Service request handling, Monitoring (alerts, logs), Transitions (KT) etc.
Should have worked on any Service desk tool like BMC Remedy, ServiceNow, JIRA, Redmine, CA Service Desk etc.
Knowledge of web applications in Microsoft Visual Studio 2010 or above using ASP.net, C#, JavaScript, jQuery, Angular JS.
Shall have knowledge of the .NET 3.5/4.0/4.5 Framework
Able to write and execute SQL Queries and Stored Procedures on the RDBMS.
Able to write test cases and perform Functional/Regression test.
Have good writing skills for email, Support Documentation KEDB, SOP, FAQ, RFC etc.
Have very good communication skills verbal, listening, reading, writing, attend phone calls bridge calls.
Work with multiple teams end users, functional teams, system engineers, Service desk, release manager, change manager, development team, ISG etc.
Perform support improvement activities such as ticket analysis, repeat tickets, critical tickets, RCA, permanent fixes, automations of manual tasks
Flexible to work on weekend in 9x7 work environment, as per 5 day s work rosters.
Flexible to handle multiple concurrent tasks, with multiple users, do regular follow-ups till ticket closure.
Primary Skill Set:
Application Support- L1/L2, Service desk Incident management, Problem management, Service Request Fulfilment, Ticket Analysis, Functional testing, ITIL Process