This position is part of the Production Support team for one of our prestigious Client. In this role, the Lead will work with clients, partners, L1 & L2 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, Data Processing and investigating issues found during Daily Verification.

Candidate is expected to act / jump when there are any crisis / major issues in the support environment.

Should possess skills such as Leadership, effective communication, listening and problem solving.

Desired candidate would be ready to act without supervision and able to handle situations to stabilize.

Work Timings: India day time to be available during clients night hours. 

Immediately available candidates are highly preferred

This positions 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 shifts 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.

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.

CES IT

CES is a business consulting and business process outsourcing services company, which helps its customers with information technology services / solutions and streamlining their business process by leveraging our expertise and domain knowledge. 

Our Business Consulting practice provides comprehensive, full life-cycle business strategies and IT-enabled initiatives, with deep domain expertise in Microsoft® Oracle®, Linux® and Open Source Technologies.

Human Capital Solutions: 

CES Human Capital Solutions, leverages available technologies and in-house solutions to automate process tasks, while offering instantaneous ramp-up without compromising on service level metrics mandated by the clients. RPO Services and HR Support Services are part of the CES Human Capital Solutions.

At CES, the emphasis is always on quality assurance rather than quality control. In other words, highest priority is given to activities, which will prevent errors rather than identification and elimination of errors. At CES, quality assurance and quality consciousness is a discipline. CES processes are ISO: 9001-2000 certified and Appraised at CMMI Level 5.

Healthcare IT Services, .Net, Java, LAMP, SharePoint, Oracle Services, Remote Apps DBA & EDI, Microsoft Dynamics ERP & CRM, RPO (Contract, C2H & Full Time), Outsourcing & Offshoring, Mobile Apps (Native &Hybrid), HTML5, CSS3, AngularJS, JavaScript

CES IT Private Limited | 1st Floor, West wing Beta Block, SSPDL, 

Old No. 25, Rajiv Gandhi Salai, OMR, Navalur, Chennai 603103

Phone: 044- 4741 0999