Application Support - L3

Responsible for efficiently handling and resolving technical issues which have been passed on by L2.

Ensure timely and effective action as per decided work flow basis priority and severity for each ticket.

Should ensure maximum issues are resolved without L4/R&D involvement.

Should ensure adherence to committed SLA's for each reported issue.

Should follow ticketing SOP's and ensure tickets are being generated for R&D with all relevant technical details captured for every issue.

Should follow internal escalation matrix basis severity and resolution time.

Should ensure all relevant site-specific technical documentation as well documentation regarding new product lines/or features are accurately captured from R&D and shared with Client Service team.

Should support CSM's in developing eminently capable and technically competent team of assistant client service managers and service engineers.

Responsible for creating and monitoring software and hardware component wise reliability metrics for each installation.

Should develop framework to predict potential/future failures and ensure requisite preventive measures are taken

B.Tech graduate with 6 months - 2 Years of experience in a 24*7 Software Support role.

Willing to work in rotational shifts.

24x7 may not be required but since engineers are deployed at site, we can expect engineers to do Overtime