Experience required for the Job: 8 - 15 years Job Location: Chennai
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Dear Candidate,
Greetings from CES-Chennai!
I have an excellent job opportunity based out of Chennai for a Production Support Lead. Please find the required skill set below.
Position Summary
This position is part of the Technical Services Support team for one of our prestigious Client. In this role the Technical Support Lead will work with clients, partners, L1 Help Desk and other internal or external team members to deliver quality and timely support to our clients. In addition to support, this role is required to participate in Non-Production hours' work such as Change Management, Patient Loading, Data Processing and investigating issues found during Daily Verification.
Lead Responsibilities:
o Candidate is expected to act / jump when there are any crisis / major issues in the support environment.
o Should possess skills such as Leadership, effective communication, listening and problem solving.
o Desired candidate would be ready to act without supervision and able to handle situations to stabilize.
o Work Timings: India day time to be available during client's night hours.
o Immediately available candidates are highly preferred
# PLEASE DRAFT A FRESH E-MAIL, WHILE REPLYING BACK WITH THE SAME SUBJECT LINE; IF THE MAIL BOUNCE BACK OR CALL ME AFTER 2.00 PM (044- 47410485)
This position's responsibilities include, but are not limited to:
*Work specific tickets/issues with a focus on use cases and reproducibility
*When working on external client or internal tickets, document each action and always include next steps in the appropriate ticketing system
*At the end of a shift, attend Shift Handover meetings and verbally review each open ticket with the engineer in the next shift, clearly communicating the task and the timeline.
*At the end of a shift and during the Shift Handover meeting, re-assign the task to the next shift's engineer.
*Review tickets to ensure proper escalation and tickets are being addressed by L1 Help Desk efficiently
*Proactively discuss tickets that appear 'stalled' and next steps strategy with L1 and L2 team members
*Escalate Critical and High severity issues immediately to team leads and management
*Create schedules and validation documents for Hot Fixes that are required between releases
*Support Hot Fix activities in Non-Production hours by opening the meeting and ensuring that each step is being completed as needed to meet the change window.
*Create internal Tickets for Patient Processing and Database updates that include tasks and subtasks as defined by Technical Services documentation.
For each issue assigned and where required
Independently review tickets/issues with L1 Help Desk and verify all steps have been followed prior to escalation to Tier 2
Ensure all necessary information has been collected based on the Client Solutions Troubleshooting guide
Communicate directly with the user when required by telephone and email, displaying exception oral and written communication skills
Participate in GoToMeetings with L1 Help Desk, Clients' users and Vendors to clarify and document use cases and steps to reproduce issues.
Investigate issues by developing testing strategies in Non-Production systems to reproduce issues
Investigate issues by reviewing logs, database information, heap dumps, thread dumps, reviewing code, etc to determine root cause with little to no supervision
Document all findings in appropriate Ticketing system with a high level of detail
Create software defect reports with all pertinent information and steps
In the event of a software defect report, develop workarounds for the users to use until such time the software defect is fixed and released into a new version of the code
For non-code related issues, provide recommendations to stabilize clients and manage re- occurrences
For internal tasks, create Tickets for tasks and subtasks, clearly documenting all steps and actions throughout the lifecycle of the item.
Fundamental Requirements
*Must have 4-6+ years of T2-Technical Support experience.
*Must have 5+ years of experience in a client facing role, providing support or delivering services.
*Must have Experience with Java J2EE, Glassfish/Tomcat/WebSphere, Network, MySQL/MS- SQL/Oracle, Reporting Tools (Pentaho/MicroStrategy/BusinessObjects) is desired.
*Must have Experience supporting web based or hosted applications
*Must have demonstrated ability to deliver superior customer service.
*Must have excellent problem solving skills.
*Must have superior written and oral communication skills.
*Must have a "do whatever it takes attitude" in a collaborative environment using good judgement to manage risk of all actions outside of standard processes
*Must be able to work with remote teams.
*Must have Ability to work independently with little to no supervision
*Must be flexible to work in a multi-shift environment including evening and weekend shifts
*Healthcare Support experience is a plus.
*Bachelor's Degree in Technology or Analytical field Required
Company Profile
CES is a 20+ year IT Services Organization and highly passionate about providing focused Healthcare IT Services. CES team brings-in rich experience of working with US based Healthcare Organizations such as Providers, Payers, Labs, ACOs, Home Health Agencies, Fitness & Wellness, ISVs and Consulting Companies.
As we team understand the challenges, business needs and ever changing regulatory mandates of US Healthcare, our Healthcare CoE at offshore is capable of delivering the below highlighted services.
*Custom Web App development (Patient Engagement Portals, Care Coordination/Management Tools)
*mHealth Apps (Native/Hybrid Mobile Applications)
*Interoperability Solutions (FHIR, Direct, HL7 v2-v3, C-CDA, XML)
*Integration Services (HISP, eRx, Labs, Pharmacies, PMS)
*Healthcare Analytics (ETL, DW, Portals, Dashboards, Clinical & Regulatory Reporting)
Thanks & Regards,
Gopa Kumar
Senior Executive - HR
CES IT Pvt. Ltd., 1st Floor, West wing Beta Block, SSPDL,
Old No. 25, Rajiv Gandhi Salai (OMR), Navalur, Chennai - 603103.
Ph: 044- 47410485 | Fax: 044- 45114305 | IPLC #: 630-332-8409, Ext: 239
www.cesltd.com | Is this job relevant to you? Yes No |
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