Production Support Engineer L1/l2 Job in Healthasyst Pvt. Ltd.
Production Support Engineer L1/l2
- Bengaluru, Bangalore Urban, Karnataka
- Not Disclosed
- Full-time
- Permanent
JD for L1/L2
Good interpersonal and customer care skills (Spoken/writing).
Acknowledge an incident received inbound requests through channels like
- Phone
- Ticketing system
Creates issues in ticketing system,
- Categorizes
- Prioritizes
- Tracks and routes incidents reported by users toL3 on complex issues.
- Monitors alarms raised by monitoring tools and provide resolution.
Pro-Active Communications on issues.
Customer Work/Relationship Management.
Analysis / Generation /Preparation of various type of reports
Tracks tickets until successfully resolved as per the agreed SLAs and timelines.
Incident / Problem / Change Management
Configures application to suit client s workflow.
Troubleshooting and performing deep level analysis for the workflow.
Provide Workaround, Corrective Fixes, Removal of Data Errors
Maintain a Run-Book which can be used for immediate resolutions.
Manage incidents raised by the L1s or as agreed in documented SLA
Follow documented processes and workflows provided by Clients or higher level support representatives, vendors, product management.
Diagnostics of Issues.
Analysing tickets to spot common trends and underlying problems.
Ownership of Issues until Resolution.
Coordinate with any other support vendors or dependency groups in case the incident has any linkage.
Escalate to L3 s when documentation is insufficient to complete the tasks or do not solve the incident.
Skills and knowledge required
Strong Team Player
Good Analytical Skills
Customer-oriented attitude
Excellent Communication Skills
US HealthCare Knowledge (Optional)
BasicMS SQLKnowledge
Fresher
2 - 4 Hires
