Responsibilities

• Analyzes customer problems of high complexity Assesses scope of impact. Mitigates customer impact of issues and defines, reviews, and performs workarounds Identifies options for problem resolution and initiates action
• Conducts root cause analysis and correlation of other system and/or application problems of high complexity.
• Provides advice or training to users about the application systems' functionality, correct operation or constraints, and corrects user faults.
• Liaises with various teams such as application development and content teams and customer service teams as appropriate and escalates if required
• Provides input for technical plans and solutions.
• Provides technical guidance to less experience analysts.
• Has in-depth knowledge of a technical field or area and provides domain expertise
• Regularly communicates and shares knowledge with rest of the team.
• Works on medium to large, moderately sophisticated projects/issues that require increased skill in multiple technical environments and disciplines.
• Leads project planning sessions with team members where there are projects within the scope of the support team.

Qualifications

• Bachelor’s degree in Computer Science, Information Technologies or equivalent experience.
• Proficient English communication. Able to host and run technical call with teams in different locations.
• Proven experience in software development and support.
• Experience in Cloud technologies and programming languages. Azure, Java, HTML5, JavaScript would be an advantage.
• Logical thinker, problem solver, self-motivated and a strong contributor within a team.
• Flexible to work with colleagues in different time zone when necessary.
• Able to take on-call work outside normal working hours including public holidays and weekend.
• Customer centric mindset. Positive attitude.
• Eager to learn new technologies. Always looking for improvement opportunities and open for changes.