About the role
Roles & Responsibilities Provide first-level support to users for TCS LPP application-related queries and issues. Assist users with login issues, onboarding activities, home loan and access-related requests. Guide users on basic workflow and field-level queries within TCS LPP. Hands on experience of APM (Application Performance Monitoring) -Dynatrace, AppDynamics, Grafana, UIM Good Knowledge of SQL and Linux and Basic understanding of Java Log and track user issues, ensuring timely updates and resolution. Coordinate with L2/Technical teams for production-related issues and follow up until closure. Act as the first point of contact for user support through Email, Teams, Calls, or WhatsApp. Monitor support tickets and ensure proper ticket updates and documentation. Maintain daily logs of user requests, issues reported, and support activities performed. Escalate critical issues to the appropriate teams as per the defined support process. Provide regular status updates to users on their open requests and incidents. Ensure adherence to support procedures, SLAs, and project guidelines. Assist in preparing daily and weekly support reports as required. Support users during application onboarding and basic training activities. Work closely with internal teams to ensure smooth day-to-day operations of the TCS LPP platform. Maintain a positive customer experience by providing timely and professional support. Flexibility to work in 24/7 shifts Ability to work from office.