Technical Support

• Responsible to prepare Knowledge Based articles and SOPs & other supporting documents to communicate complex and technical information more easily.
• Develop, gather and disseminate technical information through organizational communication channels using readily available infrastructure tools and devices.
• Study production recurring issues & incidents and work with SMEs to develop KB’s / SOPs
• Work with L1 support team and onboard KBs/SOPs regularly
• Review current KBs/SOPs and enhance / update / revise with latest information
• Story teller via power point presentation
• Act as main liaison between L1 & L2 support , also on case basis with L3
• Collate monthly incident/problem statistics and assist in preparing slides for SR management presentation.
• Track team KPIs/KPOs
• Organize, attend and participate in key incident / problem related meetings
• Provide administrative support as & when required e.g Raising memo , etc

Requirements

• Excellent time management and organization skills
• Strong analytical skills with ability to collect , organize, analyze and disseminate information with attention to detail & accuracy
• Good communication skills to coordinate with cross teams
• Ability to design & develop , convey ideas through power point presentations
• Proficient in adopting to organization processes, procedure and tools/techniques
• Excellent Interpersonal skills
• Excellent Team working skills
• Adept at queries & presenting findings
• Detail-oriented and diligent
• Excellent writing skills
• Communication skills
• Proficient in using Technical terminology
• Strong knowledge and experience with Java, J2ee, Spring, Microservices, CI /CD, ITIL processes, Unix, etc.

Last updated on Sep 15, 2023