Responsibilities

Estimation

• Assesses the required efforts and timelines for all M&S activities as input for the overall SLA
• Produces and reviews estimates of time to spend on issues as input to the overall technical and cost estimation of the engagement.

Support Request

• Ensures the proper intake, analysis and follow up on support requests, in line with DN M&S processes and SLA’s for the engagement.
• Ownership of  the right set up of environment and assists other associates to configure their own for the engagement

Problem Management

• Assures requests are account for in SLA, in order to assure timely and effective resolution of customers’ requests for the engagement.

Incident Management and Reporting

• Ensures the identification, recording and classification of problems of high complexity and high impact, investigates and diagnoses identified problems to propose and implement changes for resolution of the incident.
• Ensures appropriate, comprehensive and timely reporting of the team and provides early escalation of any issue that may affect the engagement.

Resolution Management

• Ensures the identification, recording and classification of problems of high complexity and high impact, investigates and diagnoses identified problems to propose and implement changes for resolution of the incident.
• Ensures appropriate, comprehensive and timely reporting of incidents for the team and provides early escalation of any issue that may affect the engagement.

Change Request Management

• Provides solution and estimation of  the change request
• Formulates and resolutions to change requests in order to propose adequate and timely solutions to the customers
• Ensures DN up-dates and fixes as well as (minor) change requests are timely and correctly integrated in the customers environment

Documentation

• Documents and validates tickets, ensure technical documents follow DN aspects 
• Ensures the usage of KEDB / FAQs and release notes by all team members in the engagement.

Optimization & Improvement

• Ensures DN up-dates and fixes are timely and correctly integrated in the customers environment
• Provides on-site deep technical support in customer environments, if required.
• Organizes and deliver trainings for product, tools, processes and technical advices for other team members

Methods & Best Practices

• Ensures all best practices and methods are followed as per DN standards. 
• Creates reusable components 

Proposes and implement best practices in collaboration with the M&S practice

Qualifications

Required Qualifications

• Bachelor or Master's Degree in Computer Science, Computer/Software Engineering, or equivalent
• 0-3 years’ experience
• Good understanding on java and related tools and maintenance experience(Defect Fixing) with respect to same.
• Significant troubleshooting/analysis experience with Client/Server Software Applications.
• Troubleshooting Experience with Oracle Databases /Postgre(SQL acceptable alternative)
• Experience personally handling technical/ticket escalations from customers.
• Exposure to atlassian suite, Jira, Confluence and bitbucket.
• Should have experience on working with Webservices, Rest and SOAP API's.
• Ready to work in Hybrid mode (Offices (Mumbai/Hyderabad) /WFH) & 24/7 on-call mode. 
• Very strong English.
• Possible travel to customer site.
• High level of accountability.
  • Excellent Communication skills