Technical / Application Support

Role Overview:

• Manage end customer communication and provide support based on standard SOPs.
• Provide day-to-day operational support for application systems, including identifying, troubleshooting, resolving, and escalating issues related to software applications, Linux OS, Oracle databases, and other technologies.
• Offer client support during shifts, initially covering US time zones before transitioning to 24/7 coverage. Requires strong communication skills in English.

Key Responsibilities:

• Analyze incidents, diagnose root causes, resolve challenging technical issues, and ensure timely adherence to set processes.
• Respond to client problems via phone or portal (inbound/outbound voice support) and document all incidents in a ticketing system using auto-generated tickets where applicable.
• Escalate complex issues beyond personal scope to senior team members.

Collaboration & Compliance:

• Ensure SLAs are consistently met according to Support specifications.
• Participate in knowledge sharing initiatives by publishing articles and contributing to internal documentation.