AMS – Application Managed Support – L2

AMS – Application Managed Support – L2 Roles and Responsibility Functional Consultation and User training. Handle Level 2 tickets (Incident, Problem, Change and Request) depending on the issue reported Coordinate with other teams/vendors during implementation, deployments, upgrades etc. Functional troubleshooting Key Technical Skills Data Correction using SQL scripts Extracting reports using SQL Ability to write queries, joins and subqueries Preferably PostgreSQL, Experience in Oracle DB is also fine Handle Priority 1 issues (Major Incident Management) Act as point of contact for all issues impacting the Service (to customer/vendors/other teams) Process Adherence and Continuous Improvements. Required skills:- Good Communication skills (spoken and written) Excellent understanding of Service Operations Logical and process oriented mindset ITIL Knowledge Ability to adapt and learn quickly Excellent coordination and stakeholder management skills Experience using BMC remedy Good to have (but not a must):- Knowledge on Project Management Basic knowledge of data warehousing, business intelligence, ETL concepts Java Scripting