About the role
Responsible for the MUS Application support (L1 and L2) from GSC India
Responsible for activities - User Requests handling, User Access Management, Incident management, Recurring procedures, Functional Tests, Knowledge Repository update, Tool Training for Users etc.
Accountable for performing daily GAP activities are like batch monitoring, morning health checks, Log analyses, Application monitoring and all above said SAU activities
Accountable for performing daily, weekly, monthly, quarterly, and yearly operations tasks required for the ongoing functionality and new activity in transit.
• Handle users’ requests (ticket monitoring and closing for each request received);
• User rights management (user profile creation/update/deletion);
• Handle tool functionality related questions received from users;
• Act as a back-up for a team member when required;
• Work with L2 Support and/or other departments on technical issues; collaborate/participate to continuous improvement process that will help improve software performance, and/or upgrade interfaces;
• Escalate cases to L2 if unable to solve incoming issues;
• Identify and report any possible issue or tool bug to colleagues/concern teams;
• Participate in report analysis alongside TL when needed;
• Actively contributes to documentation and knowledge database development.
Job Knowledge
• Good skill in supporting applications,
• Strong debug/troubleshooting skills
• Advanced ability to research, analyze and recommend for implementation to the application
• Advanced skill in creating and maintaining technical documentation
Tools: Production Support using Ticketing Tools, Power BI etc
Other Competencies:
Position the customers at the center (customer focus).
Communicate with respect to all stakeholders of his subjects.
Know how to cooperate and exchange effectively with colleagues.
Listen and share his points of view and his expertise by being open.
Understand the scope of its responsibilities and take initiatives in this context.
Effective working relationships with all functional units of the organization
Work as part of a cross-cultural team including flexibility to support multiple locations when necessary
Responsible for the MUS Application support (L1 and L2) from GSC India
Responsible for activities - User Requests handling, User Access Management, Incident management, Recurring procedures, Functional Tests, Knowledge Repository update, Tool Training for Users etc.
Accountable for performing daily GAP activities are like batch monitoring, morning health checks, Log analyses, Application monitoring and all above said SAU activities
Accountable for performing daily, weekly, monthly, quarterly, and yearly operations tasks required for the ongoing functionality and new activity in transit.
• Handle users’ requests (ticket monitoring and closing for each request received);
• User rights management (user profile creation/update/deletion);
• Handle tool functionality related questions received from users;
• Act as a back-up for a team member when required;
• Work with L2 Support and/or other departments on technical issues; collaborate/participate to continuous improvement process that will help improve software performance, and/or upgrade interfaces;
• Escalate cases to L2 if unable to solve incoming issues;
• Identify and report any possible issue or tool bug to colleagues/concern teams;
• Participate in report analysis alongside TL when needed;
• Actively contributes to documentation and knowledge database development