Tasks and Responsibilities:
- Participates in Live Support activities supporting one or more application projects
- Provide senior level support for production systems along with all related applications/services including SQL tuning, and provides advice on application data issues
- Interact with customers to provide and process information in response to inquiries, concerns, and service requests about Cravez products & services
- Validates technical information and issues early warnings and disseminates information as needed
- Gather customer’s information and determine the issue by Simulating , evaluating and analyzing the symptoms
- Follow up and make scheduled call backs to customers where necessary.
- Identifies and understands issues, problems, and opportunities, compares data from different sources to draw conclusions, uses effective approaches for choosing a course of action or developing appropriate solutions, and take action that is consistent with available facts, constraints, and probable consequences
- Participate in the creation and maintenance of Documentations , Knowledgebase content, etc.
- Prepare manuals and user documentations whenever needed in relation to any adopted system changes
- Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
- Provide Assistance , technical support to in-house Users.
- Escalate the Issues for Technical and Live Support to the Level 2 Team.
- Building Web Services and Works collaboratively with the Application team, Database Team, developers and testers,
- To ensure Proper Support also engage and collaborate with the infrastructure teams to ensure delivery of all components.
- As a 24X7X365 organization, shift work, holidays and on-call responsibilities may be required
Key Skills/Qualifications:
At least 5 Plus years of experience in Support Services Industry with practical knowledge and Awareness of the Following:
- PL/SQL, Java, Oracle Apps with ADF and Weblogic Services
- Infrastructure including Network and Systems.
- Database and its Structures
- EE Components with EJB and JPA –
- Ability to follow ITIL standards , processes and procedures in terms of incidents handling, change and Event Management
Location: Kuwait City, Kuwait
Position: Permanent placement with the company
