Senior Application Support Executive

Reporting to the Customer Support Manager (Application Support), you will play a key role in the area of Customer Service and Customer Satisfaction for SYSTECH Technocraft Services Pvt. Ltd..

WHAT YOU WILL DO

  • Monitor and assist ASEs from the Client Delivery or Client Monitoring Team in end-to-end internal and external implementation support for SYSTECH Technocraft Services Pvt. Ltd. suite of software solutions, including pre-deployment preparation, deployment, UAT, security-clearance, integration/data migration, user and rights management, final deployment, and/or post deployment monitoring
  • Impart UAT & Product Training to clients
  • Ensure trouble-free Warranty & AMC support to  SYSTECH clientele
  • Monitor implementation projects handled by ASEs, including internal implementations
  • Monitor and conduct health-checks on software solutions deployed at client locations
  • Undertake Proof of Concept (POC) at client locations in coordination with Business Team
  • Ensure accurate tracking and prompt closure of incidents reported by the clients
  • Conduct Root Cause Analysis (RCA) on incidents reported by the clients and provide timely resolution
  • Lead ASEs to ensure smooth and steady Client Relationship Management (leadership role only after 1 year in service at SYSTECH)
  • Lead the testing, release and maintenance of pre-deployment software releases and create test-cases for ASEs’ testing
  • Assist in organized deployment of patches, security fixes, and periodic product upgrades
  • Any other roles and responsibilities as may be suggested by Department Head

WHAT YOU SHOULD HAVE

  • B.Sc. / B. Sc. (IT) / B.E. / B. Tech. / MCA or other Technical Graduates
  • Minimum 3+ years of experience in Software deployment / troubleshooting
  • In-depth knowledge of various OS, SQL / Oracle databases, and hardware is a pre-requisite
  • Proficiency in deploying web-based applications
  • Sound skills of software troubleshooting and diagnosis
  • Excellent analytical and on-the-spot thinking ability
  • Basic computer skills, including email writing, is a must
  • Sound communication, inter-personal & documentation skills
  • Readiness to travel across the country for client-side implementation at least 2 – 3 times each month
  • Willingness to acquire in-depth functional knowledge of Systech software products
  • Prior experience of at least 2 years in a leadership / supervisory role will be good to have
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