Production Support Engineer

• 8+ years of experience in L2/L3 production support on scope of applications from Customer Solutions, including Intelligent Reverse Logistics, Intelligent Data Management, Intelligent Analytics, Intelligent Delivery History, Intelligent Inbound and Custom Solutions etc..

• 8+ years of experience in Troubleshoot, collaborating with required team till provides the fixes on the issues on scope of applications

• 8+ years of experience in Represent the scrum calls and handover call from support end

• 8+ years of experience in Lead any customer escalations on their issue till the resolution

• Attend calls with stakeholders as and when required

• Reviewing all high severity/ priority / critical/ escalations tickets and act accordingly

• Lead offshore calls and assist/ clarify offshore team members on their tickets

• 8+ years of experience in Attend escalation tickets, if needed, lead call with customer, understand requirements and fulfill the request.

• 8+ years of experience in Debug Stored Procs, Access DB / SQL code to identify failure points. Correct code, test, and perform handovers to DB / Application team to resolve issues.

• Attending deployment calls with respective stakeholders

• Creating SSRS reports as per customer requirements (on demand basis)

• Monitoring different alerts related to application, SQL jobs, Services, Tasks, Events, Servers, etc and taking corrective action

• Guide offshore team, document SOPs for new/ recurring issues.