Do

• Job Description:
  * Taking ownership of customer issues reported and seeing problems through to resolution
  * Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues
  * Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams Research and identify solutions to software and server issues
  * Diagnose and troubleshoot technical issues
  * Ask customers targeted questions to quickly understand the root of the problem
  * Monitor transactions within agreed time limits
  * Talk clients through a series of actions, either via phone, email, or chat, until they've solved a technical issue
  * Properly escalate unresolved issues to appropriate internal teams
  * Provide prompt and accurate feedback to customers
  * Refer to internal database or external resources to provide accurate tech solutions
  * Ensure all issues are properly logged
  * Prioritize and manage several open issues at one time
  * Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  * Prepare accurate and timely reports
  * Document technical knowledge in the form of notes and manuals
  * Resources will work from projectPremises
  * Resources should do Monitoring of Application, Application services, Infra Availability
  * Act on alerts received (Alerts configured for BTO)
  * Resources should do L1 tasks and issues in Application Support. If they are unable to close anything at the L1 level, then they can approach AO Team / Development Team.
  * Tasks / Procedures defined for BTO to be followed (Maintaining Compliance of systems, patching & ARSIM of
  system/application, Raising Service Requests / Change management calls, etc.)
  * Deployment in Application based on release notes.
  * Backend updates in DB, raise ServiceNow calls
  * Monitoring, reporting and addressing the SOC alerts
  * Resources should coordinate with multiple teams to identify the issue and conclude on RCA
  * Daily checklist, tasks, day to day operational calls to be performed by the resources
  * MIS reports to be prepared based on the requirement.
  * UAT All above support required for troubleshooting Network, DB, and Infra level issues except monitoring, L1 and code related support