Application Support Consultant

Consultant - Application Support

Key Responsibilities:

• Oversee 100% of the incidents, service requests, and problems. Act as escalation point for all requests and incidents.
• Develop and mature phone/ticket escalation processes.
• Determine root cause of issues and communicate appropriately to internal management and client management.
• Support the training, coaching and mentoring of Service Desk Agents, build/obtain training material.
• Schedule employees working times (roster), and provide backup support.
• Interact with internal and external customers on behalf of the Service Desk Agents.
• Provide data and reporting of daily, weekly, monthly reports including trends.
• Monitor and manage phone queue (and participate in escalated calls as needed).
• Support the development of SLAs and KPIs and the related measurement mechanisms. 
• Develop an effective and workable framework for managing and improving customer support via Continuous Service Improvement.
• Advise management on situations that may require additional client support or escalation.
• Lead the process for communicating outage/emergency activities to the organization.

Qualifications and Technical skills:

• A bachelor’s degree in Information Technology, Information Systems or Computer Science
• Certified in ITIL- This is not mandatory but desirable
• Proficient in PLSQL and Linux
• Understanding of computer networking

Soft Skills:

• Excellent English writing and verbal communication skills to perform the job role. Possessing strong comprehension and communication skills in English is a must.
• Proven team leadership and reporting skills.
• Paying attention to details, root cause approach to problem solving.
• Ability to identify improvement opportunities and implement continuous improvement initiatives.
• Ability to monitor and evaluate Call Center/Service Desk Agents/Engineers, and provide call-coaching and feedback.
• Experience in using ticketing software and event monitoring software.
• Willing to work flexible hours including evenings, holidays

VacanciesSriLanka@virtusa.com