The ideal candidate will possess a strong technical background, excellent problem-solving skills, and a good understanding of systems architecture and functionalities.
Key Responsibilities:
- Provide L2 support, troubleshooting, and resolution for issues escalated from L1 support or end-users.
- configure and support business systems, primarily Servicengine (SE) and Assignment Management Pro (APRO).
- Work with cross-functional teams to design, develop, and maintain system features.
- Analyze requirements and convert them into technical specifications.
- Work on enhancements and customizations of SE and APRO systems.
- Participate in code reviews to ensure quality and adherence to standards.
- Develop and maintain technical documentation, including design documents, user guides, and release notes.
- Identify areas for improvement and propose innovative solutions
- Perform in-depth troubleshooting and manage cases to meet service-level agreements.
- Provide ongoing support and collaborate closely with business teams.
- Resolve complex incidents for configured solutions within agreed timelines.
- Create comprehensive training manuals.
- Collaborate with application groups to prepare effective solutions.
- Independently install, customize, and integrate commercial software packages.
Required Skills & Knowledge:
- Prior experience in L2 support roles or similar positions.
- Bachelor’s degree in Computer Science, Information Technology, or related field
- Ability to provide technical solutions to business challenges.
- Proven experience with HTML, CSS, JavaScript, and T-SQL.
- Excellent problem-solving skills and experience in troubleshooting complex issues.
- Effective communication skills to collaborate with cross-functional teams and explain technical concepts to non-technical stakeholders.
- Experience with Agile development methodologies.
- Fluent in English, with excellent verbal and written communication skills.
- Ability to comply with tight deadlines and manage workload effectively.
- Ability to balance technology and business issues and communicate effectively with both domains.
- Recommend solutions to improve business decision-making focusing on core systems and technology strategies.