- Education, Training and Experience Preferred

• o BS, Computer Science or Computer Engineering or Information Systems
• o Experience in performing problem determination & root cause analysis.
• o Great relationship attitude for managing client expectations and satisfaction
• o Some experience of working with customers and supporting internal or external clients
• o Ability to collaborate with geographically distributed cross-functional teams
• o Excellent written and verbal communications skills

- Technical knowledge and skill

• o Relational database theory, design and SQL
• o UNIX and INTEL operating systems
• o Java and/or C,C++ programming
• o Networking and connectivity
• o Ability to accurately identify, diagnose and resolve technical problems
• o Ability and willingness to continually increase technical knowledge and skills through self-directed, independent study

- Non-Technical knowledge and skill

• o Strong problem solving and time management skills
• o Ability to work on multiple tasks simultaneously
• o Ability to communicate clearly and calmly both verbally and in writing
• o Possess a solid command of English grammar and spelling both verbally and in writing
• o Ability to concentrate, think quickly and work in a fast-paced contact center environment
• o Ability and willingness to continually increase communication and non-technical skills through self-directed, independent study
• o Ability and willingness to work a variable 8-hour shift
• o Willing to work Night Shift
• o Willing to work weekend and holiday if applicable

Preferred Qualification

o Professional DBA Certification on IBM DB2, Informix Dynamic Server, Oracle, Sybase, or Microsoft SQL Server

(1.) To independently resolve Complex or escalated issuesortickets as per stated resolution goals

(2.) To maintain issue logs and document the process and the method of resolvingor troubleshooting the specific ticket (3.) To undertake training programs for new joinees and perform knowledge transition during project enhancements (4.) Ensure continuous learning by improving wrt scope of work. (5.) Guiding the support engineer in creating product documentation for customer support and contributing towards technical support white papers