Senior Support Engineer (Application Support)

LIS Nepal Pvt. Ltd

LIS Nepal Private Limited is a sister concern of Yomari Group of Companies. It is a privately held company established in 21 July, 2014, with the same proprietor of Yomari. LIS Nepal specializes in a broad range of data integration, data warehousing and business intelligence solutions, with a special focus on retail industry. It is also one of the development…

Job Information

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    Duty Station Lalitpur
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    Type of Appointment Full time
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    No. of Openings 1 opening
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    Salary Negotiable / Monthly
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    Job Level : Mid-Level
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    Job Experience : 3+ years
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    Job Category Computer Engineering
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    Job Qualification : Bachelor
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    Posted Date : Aug 09, 2022

Job Description

We are looking for a self-driven, motivated and result oriented professional to be part of our dynamic team as a “Senior Support Engineer (Application Support)”. Details of the same have been highlighted below:

Key Responsibilities

  • Actively participate in client communication and resolve client queries when necessary.
  • Handle multiple clients and communicate with them in case of any criticality.
  • Troubleshoot and resolve the undocumented errors.
  • Actively participate in defect prevention activities like recording the defects and appropriate action items.
  • Adhere to the Service Level Agreements.
  • Provide functional guidance to the team.
  • Handle CR and application/batch related tickets.
  • Perform root cause analysis and provide resolutions for erroneous or unprocessed transactions.
  • Communicate and coordinate with the batch monitoring team regarding erroneous or abnormal situations.
  • Investigate issues that need L3, L4 levels of support.
  • Filter incidents that are not under support scope, soliciting the assignment or involvement of other necessary teams to the resolution of the call.
  • Timely monitor/review team member’s performance and mentor/train them when required.
  • Research on new technical and functional areas.
  • Periodically report to supervisors and stakeholders.
  • Perform additional duties as assigned.

Required Qualification & Experience

  • Bachelor’s degree, with a technical major, such as engineering or computer science.
  • Minimum of 3 years of work experience in support.
  • Must possess strong oral and written communication skills.
  • Must have the ability to anticipate potential problems, determine and implement solutions.
  • Must facilitate incident and problem management.
  • Must transfer knowledge in transition on batch monitoring activities to the newly joined team members.

Mandatory Experience/Requirements and Skills

  • Willing to work in shifts.
  • Experience in support levels L2 and L3.
  • Technical Skill in- SQL, UNIX, Shell Scripting, any ETL and Reporting tool.
  • Experience in understanding and documenting the application support issues.
  • Must have the ability to work independently and in a team environment.
  • Must be able to learn and apply new trends and technologies in IT.

 Preferred Experience & Technical Skills

  • Retail domain knowledge or experience will be an advantage.
  • Knowledge of Python, shell-scripts will be an added advantage.
  • Experience of Support tools like JIRA Service desk, HubSpot, Zendesk, Bugzilla is desirable.
  • Experience of Cloud environments like AWS and Azure is desirable.
  • Prior knowledge in version control system like GIT, SVN, and Mercurial will be an added advantage.
  • Willing to travel outside the country as per need.
  • International exposure/experience will be an added advantage.

How to Apply

Interested candidates are requested to send in their cover letter and resume clarifying their work experience and expected salary to hrd@lisnepal.com.np by 2 September, 2022.