Lotus Notes L2 Support

JD for Lotus Notes Domino App support:

Job Title/ Designation: Lotus Notes L2 Support

Summary:

• Work experience in technical support (L2 level)
• Experience, supporting any Web application platform
• Good in customer engagement skill - Empathetic, clear in communication and patience to listen
• Strong problem-solving capability and technical analysis
• Keen in understanding the Business process
• Flexible working in rotational shifts

Job Purpose:

To provide and technical support for critical applications developed primarily on Lotus Notes, Manage support queue, directly interact with users in understanding the issue, provide resolution or escalate with necessary team(s)

Job Duties and Responsibilities:

• Provide 24*5 user and technical support for critical applications developed primarily on Lotus Notes
• User Support - Manage support queue, directly interact with users in understanding the issue, provide resolution or escalate with necessary team(s)
• Technical support - Troubleshooting, work with users to reproduce the issue, share investigation report with Development team and support the investigation & resolution of issue
• Handle major incidents that impacts business operations - Coordinate with business to understand & assess the impact, provide workaround/mitigation, communication to users & business stakeholders with respect to the situation
• Collaborate with Technology (Domino) and Infrastructure support teams to troubleshoot and solve issues
• Coordinate Domino related release activities

Educational Qualification: Any Graduate

Experience: 6 to 10 years of Experience

Knowledge Required:

• Understanding of Domino Infrastructure - Mail routing, cluster replication, http, agents, index
• Experience in Domino administration like create and delete replicas, managing connection documents, analyze domino console and web logs, restart servers or tasks Knowledge in Domino formulas and Lotus script
• Knowledge on Linux, Powershell scripts, Splunk
  
  Skills Required: Lotus Notes Domino 8.x/9.x/10.x/11.x Domino administration, Knowledge on Linux, Powershell scripts, Splunk, Java
  
  
  Attitude/Attributes:
  
• A team player, willing to get involved in broader issues, with a key focus on solving the requirements.
• A collaborative self-starter with hands-on experience and a can-do attitude. A pragmatic approach and the ability to address and solve challenges within a dynamic global environment.
• Focusing on accuracy and details while working towards multiple deadlines.
• Open-minded and with a positive attitude, but also critically challenging existing processes and practices.
• A disciplined thinker and analytical problem solver who has the capacity to manage complex issues and develop effective solutions in a timely fashion.
• Willing to work in rotational shifts.