Job Summary

 Strong experience in application support and production support processes, with the ability to manage incidents, service requests, and operational issues effectively.

·       Ability to work effectively as an individual contributor while also supporting and guiding the team when required.

·       Demonstrated leadership skills with the ability to coordinate activities, provide technical guidance, and drive issue resolution.

·       Advanced to expert-level knowledge of AWS, PowerShell, and Unix/Linux environments.

·       Hands-on working knowledge of AWS services such as EC2, ECS, CloudWatch, Auto Scaling Groups, and cloud patching activities.

·       Automation-focused mindset with a strong orientation toward service improvement, process enhancement, and operational efficiency.

·       Strong customer interaction skills with the ability to communicate clearly, manage expectations, and handle customer situations professionally.

·       Good analytical and problem-solving skills, with the ability to perform root cause analysis and recommend corrective actions.

·       Proven ability to collaborate with cross-functional teams to gather insights and perform deep dives across applications, processes, tools, and value-added opportunities.

·       Highly experienced in handling P1 and P2 incidents independently, including escalation management, stakeholder communication, and guiding the team during critical situations.

·       Strong understanding of ASM and ITIL end-to-end processes, including incident, problem, change, and service management practices.

• Excellent verbal and written communication skills, with the ability to engage effectively with technical teams, customers, and leadership stakeholders.
• Willingness to work in rotational shifts and provide 24x7 production support coverage as per business and operational requirements.

Key Responsibilities

1. To maintain existing features, troubleshoot bugs , resolve ad-hoc requests and provide support for enhancement (major and minor) /new developments based on business/ client requirements as well as from the functional and technical team of HCL on the project.
2. To provide client support by presenting data, information, ticket resolution and day to day support activities like monitoring client requirements as well as keeping track of schedule for on time delivery of assigned tasks as per the defined quality standards.
3. To perform activities related to enhancement creation of documents for CMMi and client requirements
4. To provide technical guidance to junior developers
5. To interact with the customer and internal teams to gather requirements for development purposes.

Skill Requirements

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Other Requirements

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