Industry:  

Software, Master Data Management, Application Software, ERP, SaaS

Primary responsibilities include -

• Provide Technical Support on Application and Configuration for Riversand SaaS product with global customer footprint on 24x7 operational environment.
• Provide timely response and resolution for customers with SLA management & tracking
• Own, resolve and restore technical and operational issues with Root Cause Analysis (RCA) of incidents.
• Debugging, troubleshooting and testing the software and Application issues. Should be able to reproduce and resolve in lower environments before applying changes in production environments.
• Owns and drives end to end technical resolution of critical incidents which might need involvement from multiple parties and ensures the right collaboration and communication
• Should conduct periodic customer cadence call to review the tickets history and improvement process for customer environment.
• Contribute to the knowledge base and documentation for Application Support improvements

Mandatory Requirements:

• Bachelor’s degree or equivalent in Computer Science or Engineering (or an equivalent major)
• 4+ years of relevant experience with progressively responsible experience in Application Software Support
• Must have supported global customer over Email, Remote troubleshooting & Phone.
• Willing to work on 24x7 environment with shift roaster.
• Excellent written and oral communication skills.

Technical skills: 

• Should have worked on software system environment hosted on public cloud like Azure, AWS
  Should have worked with Software and Application systems that involves troubleshooting by analyzing API calls using tools like Postman, etc.
• Multi-tenant environment and work environment with customer information security as high focus along with compliance.
• Should have worked on environment with large amount of data imports/exports, data relationship, validations, workflow configurations, Business rules configurations, Reporting tools etc.
• Knowledge on various data configuration structures like JSON, XML, YAML along with syntax and validations.
• Access and Analyze events from log management systems and monitoring tools like Sensu, Kibana, Grafana etc.
• Should have worked on ticketing tool to log, manage and track customer tickets like Jira Service Desk, ServiceNow, Team Foundation Server etc.
• Should be familiar with software system on Linux OS and applications running on micro-services architecture with big-data analytics.
• Ability to do scripting when required using shell scripting & Python