Managing incidents, requests and enhancements from customers using support tools and adhere to SIERRA’s support processes
Ensuring that the application is fully operational at the customer end and any loss of service is restored in a timely and efficient manner
Providing a high level of service to customers and adhering to strict SLAs for L1 response and resolution times
Handle customer escalations
Problem determination, workaround resolution, root cause analysis, major incident management
Deployment of releases, patches for upgrades and customisations
To assist with the application demos and trainings for customers
Maintain a cordial relationship with customers and key stakeholders
Support and share knowledge and information with other team members
Handle team review meetings and prepare reports
Prepare and present KPIs for management review
Ensure that solution and application support process is maintained to the highest quality and accuracy as per SIERRA’s quality management standards
