Responsibilities of the Candidate:

• Identifying, troubleshooting and providing solution for production incidents of moderate to high complexity. Identifies vulnerabilities and opportunities for improvement, as well as maintain metrics to help develop analysis that will drive improvement in all areas of Production Services
• Interface/co-ordinate with L1, L3 and other technical and non-technical support groups, provide assistance and guidance as required
• Analyze and document user/application requirements
• Root cause analysis of problems/issues reported by clients/members
• Be able to communicate across multiple teams on day-to-day support operations
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives

Requirements:

• Undergraduate degree or equivalent experience
• Knowledge of the following tools:
  - Service Now
  - SOAP UI
  - Splunk
  - SQL Developer
• Proven skill to analyze and document requirements related to project/application
• Proven troubleshooting skills to work on member issues and finding their root cause
• Proven excellent communication skills to collaborate with Technical/Business teams
• Proven good team player
• Proven eagerness to work-upon/learn new applications and tools
• Proven capability to understand/learn without much external help