This role provides technical support and troubleshooting for software applications used by our customers. One on this role work closely with internal teams, customers, and third-party vendors to ensure the smooth functioning of applications, identify issues, and implement solutions. This role requires both technical expertise and strong communication skills to resolve issues and improve the overall user experience.

 

Key Responsibilities:

Technical Support:

Provide L1, L2 and L3 support for software applications. Troubleshoot and resolve application-related issues for end-users. Collaborate with developers, IT teams, and external vendors to address issues and implement fixes. Escalate unresolved issues to higher-level support or specialized teams.

Monitoring and Maintenance:

Monitor scheduled Jobs and ensure their successful completion. Perform routine maintenance tasks, including system updates, backups, and configuration changes. Assist with system upgrades, patches, and migrations to ensure continuity of service.

Incident Management:

Log, track, and manage incidents and service requests via ticketing systems. Follow established procedures for incident escalation and resolution. Participate in root cause analysis and problem management efforts.

Documentation and Reporting:

Maintain and update application documentation, including configuration settings and user guides. Create and present reports on system performance, issues, and resolution times. Document changes, fixes, and enhancements in a knowledge base for future reference.

Collaboration:

Work with cross-functional teams (IT, development, business users) to gather requirements and improve applications. Participate in system testing and quality assurance activities. Assist in the development and implementation of new application modules or features.

Key Skills and Qualifications:

Technical Skills: 8+ Years of experience in Informatica MDM 5+ Years of experience in Informatica Power Center 3+ Years of experience with databases (MS-SQL server), Experience with application monitoring tools. Experience in Informatica Cloud Data Governance Catalog is preferred Analytical Skills: Ability to diagnose and solve complex technical problems. Communication: Strong verbal and written communication skills, able to explain technical concepts to non-technical users. Customer Service: Ability to provide excellent customer service under pressure and manage competing priorities. Knowledge of ITIL processes (incident, problem, and change management).

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