About the Role
Key Responsibilities
Perform second-level troubleshooting and root cause analysis for reported application issues.
Handle and resolve cases logged in the system within agreed timelines.
Communicate effectively with users, Call Center teams, developers, and relevant stakeholders regarding reported issues.
Conduct troubleshooting and analysis at the database level, including writing and executing MS SQL queries.
Follow up on all reported cases to ensure proper resolution and closure.
Provide user training and support during new project rollouts.
Assist in building and maintaining a knowledge base based on daily reported issues.
Customize reports or programs for internal use as required.
Other Business Assignments
Perform additional duties as assigned by the Team Lead or Division Manager.
Level of Innovation & Initiative
Requires a medium level of innovation and initiative.
Able to evaluate, analyze, and resolve issues independently, and collaborate with developers and project managers when necessary.
Education
Diploma or Bachelor’s Degree in Computer Science, Information Technology, or equivalent.
Work Experience & Requirements
Degree in IT, Computer Science, or Software Engineering.
Minimum 2 years of experience in application support or software development.
Strong MS SQL writing experience is a MUST, including query writing and database analysis.
Solid understanding of SQL queries and database fundamentals.
Strong analytical and logical thinking skills to identify and solve problems based on available information.
Knowledge of Oracle 9i, MSSQL, Java, VB6, and VB.Net is an added advantage.
Knowledge of IIS and Web Services is an added advantage.
Fast learner, able to work with minimal supervision.
Competency Profile
Emotional Intelligence – Proficient
Analytical & Structured Thinking – Proficient
Communication Skills – Proficient
Quality of Work – Advanced
Cost Consciousness – Proficient
Teamwork & Collaboration – Advanced
Customer Focus – Proficient
Problem-Solving Skills – Proficient
Passion for Innovation – Proficient
Change Drive & Adaptability – Proficient
Technical Skills
Databases: MS SQL Server, MS SQL writing experience (strong proficiency required), Oracle
Operating Systems: Windows Server, Linux
Networking and IT Infrastructure fundamentals
