Production Support Lead - Insurance

Technical Skills -

- Minimum of X years of L2/L3 level support experience and team lead experience

- Ability to interface with the external customers and with IT teams internally for issue discussion and closure within the defined SLA

- Good understanding and working knowledge of .NET, Web applications, MSSQL

- Experience/ knowledge of web servers like IIS/ Apache/Tomcat, SSL connectivity, AD/LDAP would be an advantage.

- Experience or an incident management life cycle/ ticketing application

- Flexibility to work in multiple shifts (rotational including nightshift and weekend shift)/ open for flexible working hours

- Troubleshoot issues which are escalated. This team investigates diagnoses and resolves most issues that are not cleared by level 1 & 2 support.

- Pro-actively manage problems. This team reviews commonly occurring issues, finds out the root cause and communicates the same to the Level 1 & 2 Support Team and to the Product Team.

- Act as a consultant to the implementation team in complex deployments for infrastructure related questions and issues.

- Proactively coordinate with the Product Team to implement temporary resolutions and error fixes in the product.

- Record accurately all details of issue resolution process, root cause and all communication with the client in the ticket.

- Communicate the root cause, work around and issue resolution process to all the relevant teams.

- Update knowledge bank with details of all root causes and workarounds for issues.

- Train internal teams, customers and partners on issue resolution, technology and product features.

Soft skills -

- Good interpersonal skills

- Excellent communication skill is a must for this profile.

- Ability to prioritize activities

- Should be a team player

- Should be dedicated, self-motivated and hardworking

- Strict adherence to standards

- Good analytical ability

- Methodical & organized