Job Description
IBEX. is hiring an Analyst Software Engineer - Production Support
Key Responsibilities:
- Provide L1/L2 support for in-house/external/Cloud based applications used across ibex.
- Provide 24x7 operational support for all ibex Applications through troubleshooting, configuration and access management
- Acquire the knowledge of applications used/developed by ibex Tech and provide L1 support within pre-communicated SLA while acting as a liaison to accommodate L2 support by coordinating with the Development team
- Analyze the root cause while rectifying lapses in service delivery standards and assist in the efficient resolution of all production issues. An integral part of the job is to identify the critical/recurring incidents/issues and provide the solution
- Act as a bridge between operations/clients teams and core technical teams
- Assist contact center users and guide them through the usage of their respective applications and services
- Coordinate with clients and client services for problem resolution, escalation and tracking of reported issues
- Issue resolution to avoid production outages and adherence to SLA
- Timely escalation of unresolved issues to the development team & consistent follow up
- Closely observe application deployments and upgrades while ensuring swift communication between teams involved
- Document SOPs, develop knowledge base and training material
- Additional responsibilities will include actively participating in system level deployments, configuration, testing, troubleshooting, upgrades, R&D, migration and expansion initiatives pertaining to in house developed applications
Job Specification: (Bullet Points)
- BS Computer Science/Computer Engineering/Information Technology
- Fresh to 1 year of work experience
- Excellent verbal, written and presentation skills.
- Strong analytical, excellent troubleshooting and problem-solving skills.
- Attention to detail, ability to multi-task and must possess leadership skills.
- Excellent interpersonal skills when dealing with clients, build constructive business relationships with users and clients.
- Excellent database knowledge (SQL/MySQL).
- Basic understanding of ITIL norms and Production Support best practices
- Should have basic knowledge of DNS, TCP/IP and networks and systems used within the organization.
- Should possess a strong interest in the software development lifecycle, processes and fixing software bugs.
- Knowledge of contact center infrastructure & telephony platforms will be a plus
- Knowledge of Ticketing systems like JIRA, ManageEngine etc
- Basic understanding of programming