Vacancy Description
Responsibilities
- Act as the primary owner and single point of contact for all Level 3 (L3) support issues.
- Record, track, and manage support incidents and vendor tickets through resolution.
- Maintain and manage the offshore support roster, including shift planning and assignments.
- Ensure adequate coverage during holidays, weekends (when applicable), and critical business periods.
- Liaise with product vendors for escalations, defect reporting, patch management, and related matters.
- Collaborate with onshore development teams to resolve bugs, configuration issues, and data corrections.
- Lead root-cause analysis sessions and drive the closure of preventive and corrective actions.
- Deliver timely and accurate updates during high-severity incidents.
- Work with system owners to assess technical impact and establish recovery timelines.
- Review code for hotfixes, updates, and technical implement...
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