L3 Product Support Engineer - Applications Support - J2EE/SQL Server (9-15 yrs) (Fidelity IT Jobs)

As an L3 Product Support (Application Technical Support), you need to :

- He / She should have a minimum of 3 years of L3 level Support experience.

- He / She should be able to interface with the customer's IT teams.

- The candidate should have very good communication skills.

- The candidate should have a good understanding and working knowledge of Active Directory, Databases like Oracle/MSSQL, LDAP, J2EE web servers like Apache/Tomcat, SSL connectivity.

- Experience with Databases like Oracle/MSSQL and J2EE web servers like Apache/Tomcat is good to have.

- Flexible and open to traveling as he/she may need to frequently travel to customer locations.

Candidate Requirements :

- Troubleshoot issues that are escalated. This team investigates diagnoses and resolves most issues that are not cleared by level 1 & 2 support.

- Pro-actively manage problems. This team reviews commonly occurring issues, finds out the root cause and communicates the same to the Level 1 & 2 Support Team and to the Product Team.

- Act as a consultant to the implementation team in complex deployments for infrastructure-related questions and issues.

- Acts as a consultant to the Product Team for understanding new technology in which the team has deep domain knowledge. Proactively coordinate with the Product Team to implement temporary resolutions and error fixes in the product.

- Record accurately all details of issue resolution process, root cause and all communication with the client in the ticket.

- Communicate the root cause, workaround and issue resolution process to all the relevant teams.

- Update Knowledge Bank with details of all root causes and workarounds for issues.

- Complete specific assignments assigned by internal teams within defined SLA.

- Train internal teams, customers and partners on issue resolution, technology and product features.

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