Description

You provide remote technical support for hosted and on-premise solutions to global clients, managing incidents within agreed SLAs.

Responsibilities

• Triage and escalate customer incidents via telephone and case management tools according to standard operating procedures.
• Act as the primary liaison between engineering, consulting, and infrastructure teams to resolve complex technical issues.
• Perform technical upgrades and assist with new client implementations for software products.
• Maintain accurate documentation and status data for all resolved routine and complex problems.

Required Skills

• 5+ years of experience in enterprise-level application and infrastructure support.
• Proven ability to troubleshoot multi-tier cloud applications and on-premise software products.
• Hands-on experience with Java programming and analyzing heap dumps.
• Proficiency with monitoring tools including Kibana, Splunk, and Grafana.
• Working knowledge of AWS concepts and web services.
• Practical understanding of the ITIL framework, specifically Incident, Problem, and Change Management.
• Strong professional communication skills for handling client interactions via phone and email.
• Ability to prioritize and manage multiple simultaneous incidents under pressure.

Preferred Skills

• Experience working with diverse, global customer bases.

Key Skills

Education

Any Graduate