What you will be doing

The key responsibilities in this role are as follows:
• Responsible for the provision of technical support to customers around the globe.
• Provision of support to our customers for their production environments.
• Investigation and diagnosis of problems with our core applications and delivered solutions
• Take ownership for customer support issues and manage challenges in a calm manner.
• Liaise with customers to inform of progress, request information, manage expectations and close out issues.
• Log, track and update tickets in our issue tracking system
• Ensure that procedures are followed so that customer implementations are handed over to Customer Support from Professional Services in a timely manner
• Be a significant contributor to our knowledge base/FAQ
• Maintain and manage customer test environments for problem replication
• Provide technical support to our customers
• Investigate, reproduce, and resolve various technical problems related to application (Java), database, application servers, middleware, and operating systems
• Prepare test cases, release notes, and test releases
• Work on global incidents when required
• Log track and update incidents
• Contribute to the knowledge base
• Provide feedback on the product and suggestions for improvement
• Act as a primary point of contact for customers

What we are looking for

• Experience working in a customer support environment or equivalent
• Experience working with customers in the financial services industry
• Relational database experience and performance tuning
• Strong knowledge of application servers e.g. IBM Websphere or Weblogic
• Experience with Linux“Unix
• Ability to juggle conflicting priorities and demands on time.
• Strong analytical skills and experience in resolving challenging technical support issues
• Fluent written and verbal communication skills in English
Essential technical skills
• Java/J2EE
• Good skill in any one of the following: Websphere, JBOSS, Weblogic
• Oracle 9i or 10g
• Unix, Linux or AIX
• XML
• SQL and PL“SQL
Desirable technical skills
• DB2
• SQL Server
• SWIFT
• JMS
• MQ Series
• VM Ware

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Opublikowana 2014-02-05
Wyświetlona: 6055 razy