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Product Specialist – L3 support

Introduction

We are looking for Application Operations/Product Specialist. As the Application Specialist, associate will be responsible to perform operational and Level 3 supports for production applications. Associate will also involve the daily management of incidents, operational maintenance and support, development support, and proactive or preventative analysis of systems. Associate should be able to demonstrate knowledge of key business processes, products and services, within agreed areas of expertise.

Function

  • Re-creation, analysis, troubleshooting, and diagnosis of incidents relating to off-the-shelf and proprietary applications and/or platforms
  • To determine root cause of incidents (configuration vs defect)
  • To determine root cause of incidents (configuration vs defect);
  • Liaison with appropriate teams for the development of corrective actions or viable workarounds to resolve incidents;
  • Installation of applications in supported environments;
  • Deployment of application upgrades and fixes in QA;
  • Responding to automated alerts on the health of systems;
  • Executing scheduled or unscheduled tasks relating to operational maintenance and monitoring of applications;
  • Performing routine audits of systems for the purpose of preventative maintenance of applications and reporting on their status;
  • Effective call management including logging, monitoring/updating, prioritizing and resolving calls in a timely fashion;
  • Ensures all work is carried out and documented in accordance with required standards, methods and procedures

Requirements

  • Degrees: 5-7 years of experience in Application Management, Operational Support environment/discipline
  • Bachelor or Masters Degree
  • English: fluent
  • IBM Certified WebSphere Solution Developer WebSphere Portal
  • ITIL Foundation Certificate in IT Service Management
  • IBM WebSphere Portal
  • Web platforms such as IIS, SSL, SFTP, LDAP, Active directory etc.