What are the responsibilities and job description for the Production Support Engineer position at NLB Services?
• 8 years of experience in L2/L3 production support on scope of applications from Customer Solutions, including Intelligent Reverse Logistics, Intelligent Data Management, Intelligent Analytics, Intelligent Delivery History, Intelligent Inbound and Custom Solutions etc..
• 8 years of experience in Troubleshoot, collaborating with required team till provides the fixes on the issues on scope of applications
• 8 years of experience in Represent the scrum calls and handover call from support end
• 8 years of experience in Lead any customer escalations on their issue till the resolution
• Attend calls with stakeholders as and when required
• Reviewing all high severity/ priority / critical/ escalations tickets and act accordingly
• Lead offshore calls and assist/ clarify offshore team members on their tickets
• 8 years of experience in Attend escalation tickets, if needed, lead call with customer, understand requirements and fulfill the request.
• 8 years of experience in Debug Stored Procs, Access DB / SQL code to identify failure points. Correct code, test, and perform handovers to DB / Application team to resolve issues.
• Attending deployment calls with respective stakeholders
• Creating SSRS reports as per customer requirements (on demand basis)
• Monitoring different alerts related to application, SQL jobs, Services, Tasks, Events, Servers, etc and taking corrective action
• Guide offshore team, document SOPs for new/ recurring issues.