Senior Product Support Specialist

Job Description

POSITION TITLE : Senior Product Support Specialist

REPORTING TO : Associate Director

REPORTING LOCATION : Bengaluru

WORKING LOCATION : Bengaluru

SUMMARY OF POSITION AND OBJECTIVES :

The Senior Product Sustenance Engineer is responsible for IT application support activities including maintenance, administration, and Level 2 support with specialization in certain key modules. They will work closely with the SPOCs of various companies of Eurofins and Business Analysts, Infrastructure Support, Developers and Testers of the D365 CRM Application and Services; and ensure timely and efficient resolution of IT application-related incidents and service requests, while supporting Change and Problem management process.

Job description :

• Provide Level 2 support - diagnosis, investigation, resolution, coordination with business, application owners, infrastructure support on Application and its interfaces.
• Operate within the program’s service level agreements in order to solve customer issues and satisfy the requests.
• Drive all owned tickets towards closure with high customer satisfaction.
• Implement key rollouts of D365 CRM SaaS applications (Sales, Customer Service, Marketing and Customer Voice modules) partnering with the Business Analysts, Project Managers and Deployment Coordinators.
• Handle user access management and data management (importation, update, migration etc.) requests.
• Troubleshoot Application and coordinate with multiple IT and business teams to solve the issues.
• Develop good knowledge on the supported application( / s) and keep up to date with the new features, enhancements, and bug fixes with each release by internal Application Development team.
• Co-ordinate with other L2 as well as L3 support members on logging bugs on the application by providing all the necessary steps to reproduce.
• Co-ordinate with Business Analysts on initial analysis on prospective change requests.
• Contribute to the knowledge base for easy management of frequently asked questions and repetitive service requests.
• Provide trainings to Super Users on demand basis to train on the application usage and participate in Webinars and Q&A sessions to build a strong Super User Community.
• Provide availability to work during a few planned weekends with new scope go-lives.
• Basic knowledge of troubleshooting related to IIS troubleshooting, event viewer logs from Windows server and an understanding of single sign on.
• Basic knowledge of Cloud concepts, preferably on Microsoft Azure.
• Basic understanding of Microsoft suite of applications like Outlook, Teams, SharePoint etc.

Preferred Experience :

Profile description :

An ideal candidate would be someone who :

Qualifications

Additional Information