<p style="text-align: center;"><strong><span style="color: rgb(0, 0, 255);">Consultant - Application Support</span></strong></p> <p><span style="color: rgb(0, 0, 255);"><strong>Key Responsibilities:</strong></span></p> <ul> <li>Oversee 100% of the incidents, service requests, and problems. Act as escalation point for all requests and incidents.</li> <li>Develop and mature phone/ticket escalation processes.</li> <li>Determine root cause of issues and communicate appropriately to internal management and client management.</li> <li>Support the training, coaching and mentoring of Service Desk Agents, build/obtain training material.</li> <li>Schedule employees working times (roster), and provide backup support.</li> <li>Interact with internal and external customers on behalf of the Service Desk Agents.</li> <li>Provide data and reporting of daily, weekly, monthly reports including trends.</li> <li>Monitor and manage phone queue (and participate in escalated calls as needed).</li> <li>Support the development of SLAs and KPIs and the related measurement mechanisms. </li> <li>Develop an effective and workable framework for managing and improving customer support via Continuous Service Improvement.</li> <li>Advise management on situations that may require additional client support or escalation.</li> <li>Lead the process for communicating outage/emergency activities to the organization.</li> </ul> <p><span style="color: rgb(0, 0, 255);"><strong>Qualifications and Technical skills:</strong></span></p> <ul> <li>A bachelor’s degree in Information Technology, Information Systems or Computer Science</li> <li>Certified in ITIL- This is not mandatory but desirable</li> <li>Proficient in PLSQL and Linux</li> <li>Understanding of computer networking</li> </ul> <p><span style="color: rgb(0, 0, 255);"><strong>Soft Skills: </strong></span></p> <ul> <li>Excellent English writing and verbal communication skills to perform the job role. Possessing strong comprehension and communication skills in English is a must.</li> <li>Proven team leadership and reporting skills.</li> <li>Paying attention to details, root cause approach to problem solving.</li> <li>Ability to identify improvement opportunities and implement continuous improvement initiatives.</li> <li>Ability to monitor and evaluate Call Center/Service Desk Agents/Engineers, and provide call-coaching and feedback.</li> <li>Experience in using ticketing software and event monitoring software.</li> <li>Willing to work flexible hours including evenings, holidays</li> </ul> <p style="text-align: right;"> </p> <p style="text-align: right;"><strong><span style="color: rgb(0, 0, 255);">VacanciesSriLanka@virtusa.com</span></strong></p>