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Applications Support

1.00 to 4.00 Years   Hyderabad   07 Dec, 2022
JPMorgan
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaTechnical Support / HelpdeskNetwork / System Administration
EmploymentTypeFull-time

Job Description

    General Tasks & Responsibilities:
    • Incident Management
      • Possess excellent trouble-shooting skills, and the drive to help internal/external customers
      • Demonstrate sound analytical and diagnostic skills dealing with issues that are not readily defined and/or conflict with available information, ability to reach sound decisions quickly
      • Conduct appropriate monitoring tasks to include maintenance and patching validation
      • Gather logs and necessary details to facilitate the analysis of technical issues
      • Create technical documentation to further increase product knowledge
      • Create agile stories for alerting, monitoring and self-healing
      • Collaborate with AD team to bring the appropriate visibility on critical issues
    • Knowledge Management
      • Review historical records on closed cases to increase product and technical knowledge
      • Contribute to LOB focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on updating customer incidents as quickly and effectively as possible.
      • Attend training sessions offered and assist with peer training as needed
      • Strong technical background in all aspects of running large enterprise technology telephony and customer web facing systems
      • Strong configuration and development background combined with reporting and analytics
      • Experience with routing, workflow, design, development and test to support CTI
    • Communication
      • Ensure that all internal and external customer interactions are handled professionally and with the highest level of service, follow-through and consistently keep commitments
      • Demonstrate effectively communication verbally and written to the team and customers
      • Show leadership for any production issue and manage all the corresponding team in working towards fix and also should ensure minimal customer impact
      • Demonstrated ability to translate and communicate business processes to applicable requirement types (functional, technical, etc)
      • Positive attitude to self-learn and mentor others on new platform skills and technologies
    • Innovation
      • Implement continuous process improvement, including but not limited to policy, procedures, and production monitoring
      • Identify, coordinate, and implement initiatives/projects and activities that create efficiencies and optimize technical processing
      • Analyze upcoming changes into production, review all the necessary documents and support implementation efficiencies
    • Required Skills
      • 5+ years of experience managing production support team
      • 3+ years of experience supporting cloud solutions both hosted and on-prem
      • 3+ years of experience on Unix, Windows and VMware
    • Desired Skills
      • Knowledge of Contact Center Telephony Technology
      • Knowledge of Workforce Management Solutions
      • 1+ years supporting and troubleshooting DB: Cassandra, Hadoop, SQL, MySQL, Oracle
      • 1+ years of experience supporting java web frameworks (Spring)
    • Experience of implementing and
    ,

Keyskills :
root cause analysiscontinuous process improvementroot causecontact center

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