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AMS Application Managed Support – L2

Roles and Responsibility

Functional Consultation and User training.
Handle Level 2 tickets (Incident, Problem, Change and Request) depending on the issue reported
Coordinate with other teams/vendors during implementation, deployments, upgrades etc.
Functional troubleshooting

Key Technical Skills

Data Correction using SQL scripts

Extracting reports using SQL

Ability to write queries, joins and subqueries

Preferably PostgreSQL, Experience in Oracle DB is also fine

Handle Priority 1 issues (Major Incident Management)

Act as point of contact for all issues impacting the Service (to customer/vendors/other teams)

Process Adherence and Continuous Improvements.

Required skills:-

Good Communication skills (spoken and written)

Excellent understanding of Service Operations

Logical and process oriented mindset

ITIL Knowledge

Ability to adapt and learn quickly

Excellent coordination and stakeholder management skills

Experience using BMC remedy

Good to have (but not a must):-

Knowledge on Project Management

Basic knowledge of data warehousing, business intelligence, ETL concepts

Java Scripting

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