Technical Support Engineer managing customer support for Smarsh products and services. Focusing on issue diagnosis, troubleshooting, and ensuring customer satisfaction.
EX
Hybrid Senior Analyst – Application Development, Technical Support Engineering
Posted 3 weeks ago
About the role
- Senior Analyst-Application Development providing 24x7 support for Digital Services at EXL, a data analytics and digital operations company.
Responsibilities
- Troubleshoot and resolve issues for Digital Services
- Provide support across different shifts in 24x7 support environment
- SOP based troubleshooting on Alert and Incidents
- Understand difficult problems and escalate to cross function L2/L3 teams
- Identify areas of improvement by analyzing ticket trend
- Handle P1/P2 outages as Incident Manager
- Establish governance between L2/L3 teams
Requirements
- Bachelor's Degree
- Skills Technical Skills Application Support, Infrastructure Support Event and Service Management Certifications in Microsoft, ITIL Rich Understanding of Service Management Concepts Multiple ITSM Tool Management Basic understanding of Cloud Application/Report Administration Report deployment MS-Office Report generation using Excel, MS Project and Power Point
Benefits
- 24 x 7 Support between– (Flexible for Shifts)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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