Introduction:
A role of Lead Application Support Engineer exists in the Global Customer Support organization of a major multinational company. We are looking for an experienced Lead Application Support Engineer to oversee and manage our application support team. In this role, you will be reporting to the Regional Support Manager, responsible for providing technical leadership, gain an understanding of the product architecture, and ensuring that a high quality service is delivered to customers with adherence to strict SLAs.
Job Description:
Role Responsibilities
Responsible for the provision of third level technical support for our customers
Investigation and diagnosis of technical issues raised by customers on our product NetReveal
Liaise with customers to inform of progress, request information, manage expectations and close out issues in a timely manner
Log, track and update tickets in our issue tracking system
Maintain and manage/support test environments for problem replication
Work with Product Engineering and Project teams to liase and identify solution to problems that are out of scope for the support team
Work closely with key customers to provide a premium level of support and ensure a high level of customer satisfaction
Act as the subject matter expert and go-to person for complex issues
Coach and guide all Team Members to meet their objectives
Prepare test cases, release notes, and test releases
Participate and own where assigned the knowledge transfer from the project to support team
Able to cover some Public holidays to ensure that we have adequate support for our customers
Able to cover for weekend support once in a quarter
Be a significant contributor to our knowledge base/FAQ
Provide feedback on the product and make suggestions for improvement
Contribute ideas toward process improvements to improve the customer experience
Other support duties as determined from time to time by your manager
Essential Knowledge and Skills
Minimum of 7 years working experience and with a minimum of 3 years of experience working as a support lead in a technical support environment (Level 3 support)
Bachelors Degree or equivalent relevant experience
Proven experience in a senior-level application support role
Strong leadership and team management skills
Effective communication and interpersonal skills
Desirable Knowledge and Skills
Experience working with customers in the financial services industry.
Ability to juggle conflicting priorities and demands on time.
Ability to be able to manage customer expectations.
Be able to self-manage and work autonomously.
Excellent communication skills in English (oral and written)
Strong analytical skills and experience in resolving challenging technical support issues.
Strong organizational skills
Technology
Hands on experience on supporting JAVA applications
Solid experience in Middleware technologies such as WebSphere, JBOSS, WebLogic, Apache Kafka
Experience with JavaEE and related server technologies such as JMS, Web Services, Servlets, JSP, JSF, JDBC/Datasource, Hibernate, Spring, is an advantage.
Hands on experience in performance tuning - Heap configuration, Thread dump analysis, Deap dump analysis
Hands on experience in collect & Analysing AWR report for tuning & performance improvement
Database (e.g., one of Oracle, DB2, SQL Server, Postgre SQL)
Unix/Linux.
MQ Series.
