Senior Support Engineer (Application Support)

We are looking for a self-driven, motivated and result oriented professional to be part of our dynamic team as a “Senior Support Engineer (Application Support)”. Details of the same have been highlighted below:

Key Responsibilities

• Actively participate in client communication and resolve client queries when necessary.

• Handle multiple clients and communicate with them in case of any criticality.

• Troubleshoot and resolve the undocumented errors.

• Actively participate in defect prevention activities like recording the defects and appropriate action items.

• Adhere to the Service Level Agreements.

• Provide functional guidance to the team.

• Handle CR and application/batch related tickets.

• Perform root cause analysis and provide resolutions for erroneous or unprocessed transactions.

• Communicate and coordinate with the batch monitoring team regarding erroneous or abnormal situations.

• Investigate issues that need L3, L4 levels of support.

• Filter incidents that are not under support scope, soliciting the assignment or involvement of other necessary teams to the resolution of the call.

• Timely monitor/review team member’s performance and mentor/train them when required.

• Research on new technical and functional areas.

• Periodically report to supervisors and stakeholders.

• Perform additional duties as assigned.

Required Qualifications

• Bachelor’s degree, with a technical major, such as engineering or computer science.

• Minimum of 3 years of work experience in support.

• Must possess strong oral and written communication skills.

• Must have the ability to anticipate potential problems, determine and implement solutions.

• Must facilitate incident and problem management.

• Must transfer knowledge in transition on batch monitoring activities to the newly joined team members.

Mandatory Experience/Requirements and Skills

• Willing to work in shifts.

• Experience in support levels L2 and L3.

• Technical Skill in- SQL, UNIX, Shell Scripting, any ETL and Reporting tool.

• Experience in understanding and documenting the application support issues.

• Must have the ability to work independently and in a team environment.

• Must be able to learn and apply new trends and technologies in IT.

 Preferred Experience & Technical Skills

• Retail domain knowledge or experience will be an advantage.

• Knowledge of Python, shell-scripts will be an added advantage.

• Experience of Support tools like JIRA Service desk, HubSpot, Zendesk, Bugzilla is desirable.

• Experience of Cloud environments like AWS and Azure is desirable.

• Prior knowledge in version control system like GIT, SVN, and Mercurial will be an added advantage.

• Willing to travel outside the country as per need.

• International exposure/experience will be an added advantage.

Interested candidates are requested to send in their cover letter and resume clarifying their work experience and expected salary to hrd@lisnepal.com.np by 2 September, 2022.