5 or more years of experience in Banking and (or) Card Management Systems, also has practical knowledge in PL/SQL-Java programing-Building Apps with ADF and (or) EE Components with EJB and JPA -Building Web Services As a 24X7X365 organization, shift work, holidays and on-call responsibilities may be required Participates in or leads a Live Support Team supporting one or more application projects Works collaboratively with the Application team, including architects, developers and testers, to ensure project success, also engage and collaborate with the infrastructure DBA teams to ensure delivery of DBA components Provide senior level support for production systems along with all related applications/services including SQL tuning, fixing application bugs and provides advice on application data issues Interact with customers to provide and process information in response to inquiries, concerns, and service requests about UPS’s products & services Ability to follow standard processes and procedures in terms of incidents handling, change implementation and problems records Validates technical information and issues early warnings and disseminates information as needed Gather customer’s information and determine the issue by evaluating and analyzing the symptoms Follow up and make scheduled call backs to customers where necessary Identifies and understands issues, problems, and opportunities, compares data from different sources to draw conclusions, uses effective approaches for choosing a course of action or developing appropriate solutions, and take action that is consistent with available facts, constraints, and probable consequences Participate in the creation and maintenance of Knowledgebase content, Support forums, etc. Regularly submits content to the knowledge database. Prepare manuals and user documentations whenever needed in relation to any adopted system changes Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
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