Sr. Support Engineer

Tools: ¿ Any ITSM tool like BMC Remedy, ServiceNow, etc. Skill Summary: ¿ Technical Support, Production Support, L2,L3, Application Monitoring, Triaging, Log analysis ¿ ITIL process knowledge Skill Details: ¿ Production Support Lead with 5+ years experience in leading a team of 10 15 members ¿ Experience in providing Tier 1/Tier 2 Production support of Java, J2EE based applications ¿ At least 6 years of external customer facing experience in a support environment ¿ Expert in using ITSM tools like ServiceNow ¿ Expert in PLSQL ¿ Working knowledge on using JIRA ¿ Responsible for resolving support requests, meeting continuous service delivery demands, achieving customer satisfaction ¿ Monitoring, troubleshooting and issue resolution for relevant applications, ¿ Work alongside the application support teams to ensure high availability of deployed solutions ¿ Experience with monitoring and reacting to system events and end user / business requests. ¿ Experience with pro actively identifying improvements to your workplace or processes ¿ Report and properly document errors that are detected during Proactive Monitoring and Maintenance ¿ Excellent communication skills for interacting with external and internal customers ¿ Good experience on working on Linux, Unix and other operating systems ¿ Good to have knowledge of DevOps Operations Tools like Splunk / Nagios / Kibana etc ¿ Perform RCA for defects raised, Pareto analysis ¿ Strong problem solving and collaboration skills ¿ Ready to work in shifts/holidays/weekends on rotation basis