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Required Skills:
Bachelor's Degree or master's degree in Computer Science, Mathematics, Statistics.
7 + years of relevant IT experience (SDLC- Waterfall / Agile, Production Support, Data Analyst)
Ability to write good SQL for data analysis must experience in MS technologies such as MS SQL, VBA Excel and Excel Macros
Nice to have SSIS/SSRS/SSAS
Nice to have Azure experience.
Experience in Customer Support must
Experience with managing production support teams is a must have
Exposure to sensitive data management is a plus
Self learner and ability work independently is a must
Experience of handling various production support roles (technical L1/L2) and hands-on experience in using at least 2-3 widely used monitoring / scheduling tools
Experience troubleshooting, analysis, research and resolution using advanced query, programming skills, conduct root cause analysis, and identify mitigations/risk
Experience with Real-time problem solving, triaging of issues impacting technical services (application/reports) to customers and partners in a timely manner while keeping everyone involved informed of significant progress or challenges while the issue/ticket is been worked on
Ability to assess initial severity, assign priority, gather impacts, and engage support teams, and escalate as necessary to ensure timely resolution of issues/tickets
Experience with on call support for triaging problems, coordinating with various support teams across the organization and carryout activities related to incident and problem management
Ability to suggest, implement ideas for enhancing the customer experience and implement best practices to optimize production support tasks/activities
Flexible to work for extended hours and on weekends as needed to handle high priority issues
Experience in managing Offshore Production support teams
Must be willing and able to express new ideas, concerns and opinions directly to wider team in team meetings face-to-face and via remote-working tools
Ability to deal with complex information, processes and relationships to derive a simple solution
Good ability to navigate ambiguity and quickly establish credibility
Excellent spoken and written English complete with clear oral communication skills
Experience in Change management and Incident management tools
Desired Skills:
Previous experience on an IT Application support team that provided front line technical support to end users responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring, Production Governance related to issues in the data management areas
Working experience in SDLC processes using Agile Methodologies
Exposure to Healthcare industry