Senior Support Engineer

MariApps Marine Solutions; Ernakulam; On-site; INR 450,000 - 900,000; Full time

Job summary

MariApps Marine Solutions is seeking a Senior Support Engineer to be part of the CMA Support Team, providing application support to users/clients and resolving incidents within SLA targets.

You will analyze issues, coordinate with Product, Development, and Database teams, and maintain knowledge resources. Willingness to work 24/7 as needed and strong communication skills are essential to ensure timely incident resolution.

Qualifications

• 3+ years hands on application support experience.
• Good communication skills, Verbal and Written both, is a MUST.
• Technical competence and strong academic record.

Responsibilities

• Strong sense of ownership and ability to follow tasks through to completion.
• Ability to engage with and seek input from others to ensure delivery to agreed SLA’s.
• Gather as much information as possible from the users/clients about the reported incident to help resolve an issue/incident.
• Escalate to immediate superiors for critical issue based on priority and complexity.
• Keep user/clients updated about incidents resolution plan.
• Providing technical support to teams within the organization, and to external clients when required.
• Monitoring the inflow of mails/tickets assigned to support and ensuring it is resolved based on the SLA.
• Ready to work 24/7, after normal working hours and even during the weekends when required as per the demand of the situation.
• Responsible for keeping Knowledge Base and FAQ’s up to date.
• Act as Backup for Team Leader and share is responsibilities

Skills

Communication skills

Tools

IIS

ERP tools

Windows Server/Client/Network

SQL

Job description

Job Purpose:

Senior Support Engineer is part of the CMA Support Team and will be serving users/clients for support on issue and problems related to application.

Overall Summary Of Role

Senior Support Engineer should analyze and resolve issues/incidents within the agreed SLA matrix. If the incident cannot be resolved within the support team, the analyst should acquire desired level of knowledge to resolve it by liaising with various teams like Product Management, Development, Database, etc.

Key Responsibilities

• Strong sense of ownership and ability to follow tasks through to completion.
• Ability to engage with and seek input from others to ensure delivery to agreed SLA’s.
• Gather as much information as possible from the users/clients about the reported incident to help resolve an issue/incident.
• Escalate to immediate superiors for critical issue based on priority and complexity.
• Keep user/clients updated about incidents resolution plan.
• Providing technical support to teams within the organization, and to external clients when required.
• Monitoring the inflow of mails/tickets assigned to support and ensuring it is resolved based on the SLA.
• Ready to work 24/7, after normal working hours and even during the weekends when required as per the demand of the situation.
• Responsible for keeping Knowledge Base and FAQ’s up to date.
• Act as Backup for Team Leader and share is responsibilities

Qualifications

• 3+ years hands on application support experience.
• Good communication skills, Verbal and Written both, is a MUST.
• Technical competence and strong academic record.

Preferred Skills

• Familiarity with ITIL Foundations preferred, particularly Service Operations processes such as Incident Mgmt., Problem Mgmt. and Change Mgmt.
• Marine knowledge will be added as an advantage
• Understanding of software development cycle.

Technical Skills:

• IIS
• ERP tools
• Windows Server/Client/Network
• SQL