Key Responsibilities:Customer Issue Resolution: Take ownership of customer-reported issues, from diagnosis to resolution, ensuring issues are properly logged, tracked, and closed.Preventative Maintenance: Proactively inspect, detect, and correct potential system failures before they escalate into critical issues.Incident Management: Analyze, troubleshoot, and resolve application and system issues. Follow escalation procedures to ensure timely resolution of unresolved issues.Collaborative Problem-Solving: Work closely with internal teams to identify root causes of critical issues and contribute to root cause analysis documentation.System Monitoring & Maintenance: Monitor systems and processes to ensure smooth operation. Identify and address gaps in system monitoring and alarm processes.Knowledge Sharing: Regularly update the knowledge base with solutions and insights gained from issue resolution. Provide feedback and guidance to team members.Service Deployment Support: Actively participate in the deployment of new services and products, ensuring smooth transitions and minimal disruptions to customers.Standby Support: Provide critical support during scheduled standby shifts, including handling service-impacting incidents and performing production deployments.Reporting & Documentation: Prepare accurate, timely reports as required, including month-end summaries, system updates, and maintenance activities.Customer Interaction: Communicate professionally and courteously with customers, ensuring high levels of customer satisfaction and maintaining VAS-X's reputation for excellent service.Team Development: Assist with the training and mentoring of Junior Support Engineers, sharing your expertise and helping them grow in their roles.Key Requirements:SQL Expertise: Strong knowledge of SQL, with the ability to query and retrieve data from Oracle databases. Experience with PL/SQL will be a significant advantage.Linux Knowledge: Solid experience with Linux-based systems is essential.Oracle APEX Skills: Experience with Oracle APEX is highly beneficial.Scripting Knowledge: Proficiency in Bash scripting is a plus, with the ability to automate tasks and processes.Software Development Life Cycle: Familiarity with the SDLC and how it applies to system maintenance and issue resolution.System Monitoring: Understanding of system monitoring and alarm processes, with the ability to identify and address issues proactively.Problem-Solving Skills: Strong analytical and troubleshooting skills, with the ability to forecast efforts and provide accurate timelines for issue resolution.Customer-Facing Experience: Comfortable working with stakeholders at all levels, including engineering teams, middle management, and executive leadership.Personal Attributes: Strong interpersonal skills, with the ability to build relationships across teams and departments. Self-motivated and able to multitask effectively in a fast-paced environment. Accountable, solution-focused, and always seeking opportunities to improve operations. Adaptable and able to work under pressure to meet deadlines and resolve critical issues.Additional Qualities:Respect for diversity and a cooperative, team-oriented attitude. Excellent communication skills, both written and verbal. High level of professionalism, with a commitment to client/customer service excellence. Ability to work extended hours when required, including standby shifts, conference calls, and production deployments.Apply now!
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