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Role: Support Consultant

Responsibilities:

Providing premium client services, working with the client, tracking their ongoing issues, and helping them resolve those issues.
Providing weekly/monthly client read-outs and presentations
Client's point of contact on any application/database performance issue.
Excelling at AppDynamics - Application performance management tool and utilizing it to monitor/evaluate application performance.
Problem Management : Identify, qualify & help drive the issues/bugs to remediation/resolution.
Keep track of identified issues/fixes and drive this resolution across the client base.
Assess the extremely complicated application and database performance issues and drive them to resolution.
Major Incident Analysis : Identify known issues and turn them into an alert and establish operational workflow with operational teams.
Prepare necessary documentation around technical procedures as well as operational procedures.
Participate in weekly/daily technical/leadership calls to update on the progress.
Working in a 24*7 operational environment with rotational shifts.
Responsible for handling Level 2 analysis, troubleshooting, and resolution.

Experience & Knowledge:

Candidate must have a 3+ years of experience in supporting and monitoring
Experience/Knowledge of Application/Infrastructure Monitoring tools/solutions.
DynaTrace/AppDynamics/NewRelic or other Application Performance management tools etc.
Experience in Windows servers infrastructure and. Net-based Application Support, IIS, worker process thread, Web config, Certificate binding, Event Logs
Server Performance metrics - CPU, Memory, Queue length, MSMQ, I/O, Page writes, Perfmon, etc.
Windows cluster, COM+, Log Parser
Basics of Networking and Azure Monitoring
Intermediate to Professional level of experience in SQL. E.g., SQL Jobs, SQL queries, Blocking, Always On
Experience with ITSM tools such as Service desk/ServiceNow.
Basic knowledge of ITIL framework (V3.0 foundation certificate would be added advantage)
International support experience (preferably US or Europe i.e., good command of verbal and written English)

Good to Have:-

· Understanding of healthcare related application, patient care environments.

· Understanding of Azure environments.

Academic and Professional Qualifications:

Bachelor’s Degree in computer science/IT
Any relevant IT certification would be a plus.
Strong interpersonal and communication skills (written and verbal) are a must to maintain our customer’s 1st focus, document processes, and communicate effectively within the team

Working Arrangements: