Resolve all incidents, service requests, and WOWs within SLA targets
Timely and accurately document resolution activities
Diagnose, prioritize and escalate tickets to Incident Management
Follow up on escalated issues where applicable
Identify needed KB articles and support documentation to L2
Identify application and process improvements
Implement improvement initiatives
Participate in transition and technology training
Provide good customer experience (CE)
Communicate resolution activities and escalations appropriately
Review incoming and existing incidents and tasks
Audit open tickets to determine team member workload
Ensure handoffs between shifts are handled correctly
Check broadcast messages in Remedy and alerts team as needed
University level degree in IT or related field.
1 to 2 years of experience in current and emerging technology and standards i.e. Oracle SQL&PL/SQL,
Application knowledge on CRM, Salesforce, Corporate Applications like Ariba, Kronos etc. required.
Exposure to Unix / Linux environment.
Required experience in software applications support.
Infrastructure knowledge is an added advantage.
Strong interpersonal skills and fluency (written and spoken) in English.
Strong team player with ability to work in a team and as individual contributor.
Good analytical, problem solving, negotiation and organizational skills.
Able to work with minimum supervision.
Able to go on shift or flexible in working hours