L2 Production Support Lead

Company Description

Volante is on the Leading Edge of Financial Services technology, if you are interested to be on an Innovative fast- moving team that leverages the very best in Cloud technology our team may be right for you.

By joining the product team at Volante, you will have an opportunity to shape the future of payments technology.

We are a financial technology business that provides a market leading, cloud native Payments Processing Platform to Banks and Financial institutions globally.

Education Criteria

Qualified Software Professionals from Premium Institutes in B.E / B. Tech in Computer Science.

Experience Level

7 to 10 years of experience in Product support or Java development in Payment domain

5+ years' experience as a support consultant supporting software applications.

5+ years' experience as a Lead.

Technical Skills (Essential)

Expertise knowledge in Java Application Development and Deployment

Hands on experience in working on webservers like Tomcat, Apache etc

Knowledge of MQ (ActiveMQ / IBM MQ) and relational databases

Ability to provide step-by-step technical help, both written and verbal

Expertise in support management enterprise software such as ServiceNow or Jira service desk

Expertise developing and managing support strategies and processes.

Experience supporting custom-developed applications.

Experience with the Agile Software Development Life Cycle

Experience working with end users (clients) to resolve their support issues.

Quick learner and proactive with the ability to work in a dynamic, fast-changing environment.

Ability to shift from support channels (between phone, instant message, and tickets)

Ability to prioritize tasks and flexible to work on multiple assignments.

Ability to implement support strategies effectively and efficiently.

Proficient with MS Office suite

Ability to work flexible shifts for 24 / 7 support coverage, including some holidays and weekends.

Ability to work successfully with onshore and offshore teams.

Ability to travel as needed (less than 10%)

Technical Skills (Desirable)

Additional certification in Microsoft, Linux or similar technologies is a plus

Hands-on experience with Windows / Linux / Mac OS environments, JIRA, GIT etc.

Must have excellent written and verbal communication skills

Must have high demand for quality.

Roles & Responsibilities

Provide Product Support for customers of Volante across globe

Researching, diagnosing, troubleshooting and identifying solutions to resolve technical issues

Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams based on priority and impact and following-up for rapid resolution

Meet and exceed Customer Satisfaction, Resolution Time and Response Time SLAs

Interact with customers via phone, email and web meetings to resolve issues and record interactions in the helpdesk system

Prepare accurate and timely reports and document technical knowledge in the form of notes and manuals.

Work with onshore and offshore Level 2 and Level 3 support engineers to provide exemplary support that exceeds client expectations and delivers value that is aligned with the Volante brand.

Manage and oversee Volante’s Application Support via email, phone and web meetings.

Communicate with resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication is completed.

Manage and oversee the support issues within defined service level agreements.

Hire and train qualified support engineers.

Work with support engineers to mentor and train the team to improve their knowledge of the application functionality and underlying technologies.

Work with product and development teams to troubleshoot application issues.

Identify and remove any blockers for the support team.

Facilitate weekly support meetings to ensure the team is current with processes and to gather user feedback for enhancement requests and deficiencies.

Run operational reports to manage ticket progression, identify trends in ticket volumes and types, and provide recommendations for continuous improvements for support services

Support the Senior Manager and support initiatives driven from leadership

Maintain all application SLAs and respond to users via a ticketing system for incident and request management.

Communicate with all internal resources involved in resolution to ensure incidents are resolved,

requests are fulfilled, and the customer communication is completed.

Create a positive customer support experience and build strong relationships through engaged listening and understanding, problem solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a consummately professional attitude.

Always maintain a client-centric culture.

Multi-task and set priorities accordingly to meet and / or exceed expectations.

Maintain and protect confidentiality with regards to all aspects of client information.

Mentor support engineers on proper standards / techniques to improve their accuracy and efficiency.

Provide after hours and on-call support as needed.

Perform other duties as assigned.

Other Skills

Ability to ask customers targeted questions to quickly understand the root cause of the problem and provide prompt and accurate feedback to customers.

Ability to identify the issue by analyzing the application logs and to quickly reproduce the same in our environment.

Prioritize and manage several open issues at one time and ensure all issues are properly logged

Comfortable working in a team, also with members of other teams (Development & QA) when needed.

Ability to quickly learn new technologies, tools and environments.

Location : Chennai