LE - Lotus Notes L2 Application support

Overview

• Strong knowledge in Tech Skill (Lotus Notes)• Good Understanding on Telecom O/BSS applications• Good Understanding on support cycle and Production deployments• Excellent problem-solving and analytical skills• Experience in handling support tickets. Ticket management efficiencies i.e. response time, resolution time, providing regular updates, SLAs. Own RCA submission for P1/P2 tickets within SLA. Automating repeated tasks is MUST to have• Responsible for providing Tier 2 (L2) support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents and providing support for software bugs and other technical problems.• Excellent verbal and written communication skills• Must have experience in the role of 24X7 Production Support and Maintenance activities. Work on different shifts.• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams• Provide technical training and support to internal teams as needed.

Responsibilities

• Responsible for providing Tier 2 (L2) support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents and providing support for software bugs and other technical problems.• Excellent verbal and written communication skills• Must have experience in the role of 24X7 Production Support and Maintenance activities. Work on different shifts.

Requirements

• Strong knowledge in Tech Skill (Lotus Notes)• Good Understanding on Telecom O/BSS applications• Good Understanding on support cycle and Production deployments• Excellent problem-solving and analytical skills• Experience in handling support tickets. Ticket management efficiencies i.e. response time, resolution time, providing regular updates, SLAs. Own RCA submission for P1/P2 tickets within SLA. Automating repeated tasks is MUST to have• Responsible for providing Tier 2 (L2) support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents and providing support for software bugs and other technical problems.• Excellent verbal and written communication skills• Must have experience in the role of 24X7 Production Support and Maintenance activities. Work on different shifts.• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams• Provide technical training and support to internal teams as needed.