AMS – Application Managed Support – L2

AMS – Application Managed Support – L2

Roles and Responsibility

•  Functional Consultation and User training.
•  Handle Level 2 tickets (Incident, Problem, Change and Request) depending on the issue reported
•  Coordinate with other teams/vendors during implementation, deployments, upgrades etc.
•  Functional troubleshooting 

Key Technical Skills

• Data Correction using SQL scripts
• Extracting reports using SQL
• Ability to write queries, joins and subqueries
• Preferably PostgreSQL, Experience in Oracle DB is also fine
• Handle Priority 1 issues (Major Incident Management)
• Act as point of contact for all issues impacting the Service (to customer/vendors/other teams)
• Process Adherence and Continuous Improvements.

Required skills:-

• Good Communication skills (spoken and written)
• Excellent understanding of Service Operations
• Logical and process oriented mindset
• ITIL Knowledge
• Ability to adapt and learn quickly
• Excellent coordination and stakeholder management skills
• Experience using BMC remedy
• Good to have (but not a must):-
• Knowledge on Project Management
• Basic knowledge of data warehousing, business intelligence, ETL concepts
• Java Scripting