This Job Vacancy has Expired!

Application Support Engineer

Posted on Jan 27, 2020 by fortice

Dublin, Ireland
IT
Immediate Start
€200 - €200 Daily
Contract/Project

I'm heading up a project on behalf of a global IT consultancy that require an Application Support Engineer to join their team on a major project in Dublin.

L1.5 Support - 24*7

Application tech stack: Customer Service technology - Front End & Back End JavaScript, Java, Back End, telecom, Genesys, IVR, Desktop - C # .net, Salesforce

Responsibilities:

1. Understand all eBay GCX applications & hands on in production to test end to end including new releases/changes

2. Triage and provide FLR for issues coming through tickets, alerts, emails and warm transfer to right L2/L3 Engineering team

3. Escalate major incidents to command center

4. Follow up on issue closure, drive SLAs

5. Ensure KB updated & being leveraged

6. Drive proactive monitoring

7. Additional responsibilities: backup coverage for NOC - incident management, communications, monitoring

KPIs:

1. SLAs - response times & resolution times

2. Quality - reassigned, reopened, duplicate, KB updates, Shift left

3. AHT, Aging tickets

Current volume: Average 1100 tickets (already triaged by L1 stream) a month, has volatility w.r.t volume

Tech Skills: Technical, Generalist, CS tech experience preferred, some programming, networking, expertise at triaging issues accurately

Reference: 833867191

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