Support Engineer Jobs in Chennai - Firstsource

Support Engineer

Firstsource

0 to 3 Years

Not disclosed

Expired

Posted: 14 Oct 20

Job Description

Job Summary:
Position works closely with the Incident Manager to ensure service availability and respond to system anomalies providing initial triage and communication regarding service disruptions. Identify and drive resolution of system problems working within a structured problem management and resolution process to remediate them within established service levels.

Responsibilities:
Principal duties and responsibilities:
- Maintain service availability through active monitoring of and initial response to service management alerts and anomalies, conducting initial triage and escalation of alerts if needed to appropriate support tier.
- Management of operational shift log and periodic environment validations to ensure services are functioning appropriately.
- Resolve customer issues in assigned service request queues by troubleshooting application issues, and closing the loop with all parties involved.
- Manage service request escalations according to service level objectives and agreements.
- Monitoring tool administration
- Provide feedback to product and development teams to improve usability and functionality of client applications.
- Troubleshooting with internal and external clients to resolve or develop a detailed understanding of issues prior to escalation.
- Other duties as assigned.