Support Lead
India
Job Description
Support Lead
Bengaluru, Karnataka
Job Summary
| Manning committee approval no. - 2026-173. • Provide Off line support to VGCS applications • Be available and communicate with end users via telephone and email (Inbound and Outbound) • Respond to and handle calls by phone or email in a professional and efficient manner • Attend to functional and technical questions and issues that arise within the applications supported • Diagnose BSM alarms, call and mail in Incident/Request management tool by following SOP's. • Follow up and seek solutions for application issues – follow ups with different support teams • Be responsible for effectively and efficiently managing the relationship with all involved stakeholders • Follow defined escalation path for unresolved issues • Take necessary actions to expedite the resolution process • Incident, Change and Request Management process and working knowledge of SNOW tool. • Bachelor degree in computer science or related field • Excellent spoken and written skill in English • 4-6 years of Technical Support/Application support experience • Basic knowledge of Cloud Infrastructure support. • Good analysis technical troubleshooting skills. • Working knowledge on executing/writing basic SQL queries • Basic programming skills in any technology • Excellent communication, phone etiquettes and interpersonal skills • Self-initiative, pro-active, hardworking, good attitude and be a team player Open to work in shifts (Mostly morning and afternoon shifts) Manning committee approval no. - 2026-173. |
Key Responsibilities
| Manning committee approval no. - 2026-173. • Provide Off line support to VGCS applications • Be available and communicate with end users via telephone and email (Inbound and Outbound) • Respond to and handle calls by phone or email in a professional and efficient manner • Attend to functional and technical questions and issues that arise within the applications supported • Diagnose BSM alarms, call and mail in Incident/Request management tool by following SOP's. • Follow up and seek solutions for application issues – follow ups with different support teams • Be responsible for effectively and efficiently managing the relationship with all involved stakeholders • Follow defined escalation path for unresolved issues • Take necessary actions to expedite the resolution process • Incident, Change and Request Management process and working knowledge of SNOW tool. • Bachelor degree in computer science or related field • Excellent spoken and written skill in English • 4-6 years of Technical Support/Application support experience • Basic knowledge of Cloud Infrastructure support. • Good analysis technical troubleshooting skills. • Working knowledge on executing/writing basic SQL queries • Basic programming skills in any technology • Excellent communication, phone etiquettes and interpersonal skills • Self-initiative, pro-active, hardworking, good attitude and be a team player Open to work in shifts (Mostly morning and afternoon shifts) Manning committee approval no. - 2026-173. |
Skill Requirements
Other Requirements
Information at a Glance