Job Summary:
As a Support Developer you will play a crucial role in providing technical assistance and support to all users of EchoPlus (application) internal and external. You will collaborate with developers customer support representatives and product team to troubleshoot issues diagnose problems implement solutions and documentation.
General Responsibilities:
Provide 2nd level support inclusive of the monitoring tracking of incident and enhancement request in meeting service level obligations.
Escalate to 3rd level support for technical resolution and development of business solutions.
Prepare perform countries requests for new application developments/enhancements in ensuring a standardized and hamormized process.
Develop and maintain technical documentation and knowledge base articles
Perform implementation of best practices improvements or new/change requests from user and ensuring alignment with change process.
Participate in the testing and validation of software fixes and enhancements.
Ensure adherence to service level agreements and processes.
Continuously improve support processes and procedures to enhance the customer experience.
Ensure availability of a single point of contact to user for prompt communication.
Leadership Responsibilities:
Drive selflearning and improvement in IT business solution services and Company behaviors as part of continuous learning.
Functional Skills and Knowledge:
Demonstrate broad knowledge of IT application functionality and business solutions (e.g. mobility .Net SaaS).
Experience in supervising implementing and supporting applications developed in MSSQL .Net Android / iOS platform.
Must possess knowledge or ability in Microsoft SQL TSQL.
Knowledge in Azure and Scrum are preferable.
Familiar with IT Service Management framework.
Proven competency to handle confidential/sensitive information in an appropriate and secure manner.
Proven basic numeracy and excellent quantitative analysis.
Demonstrate proficiencies in office productivity tools (e.g. Excel Word and PowerPoint).
Education:
Bachelors degree in Computing/Information Technology or its equivalent.
SQL Developer
