L2 - Application Support ( 3-5 yrs )
"Responsible for the day- to-day maintenance of application systems in operation, including tasks related to identifying and troubleshooting application issues, resolution and escalation.
Prior knowledge of Prod support in Healthcare desirable.
Very good Analytical thinking and problem-solving skills
Quick learner and follows process diligently
Attitude of ownership and proactively takes responsibilities
Good command in Unix, Linux and SQL/PLSQL.
Excellent communication and conversation skills (Verbal and Written)
Willing to work in shifts Initially it will be US working hours across the US Time-zones & then in 24/ 7
Analyse, diagnose root causes, known errors and resolve challenging issues relating to software applications, Windows OS, SQL Server databases and other related technologies
Respond to client problems (phone/portal) voice support (Inbound / Outbound), Log and document incidents within a ticketing system (Auto generated tickets)
Refer incidents to L3 team when an incident is beyond their scope
Ensure SLAs are met and delivered according to Support specification
Participate in sharing knowledge and publishing Knowledge articles
Familiar working on ITSM Ticketing tools
Application Support & Maintenance
ITIL knowledge.
Problem Solving/Decision Making.
Working knowledge of CRM tools like Salesforce cloud , Service Now , Remedy will be an extra advantage.

Keyskills: Windows OS SQL Server Linux Support Linux Application Support Production Support L2 Support
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