Job Opening: UnitedLex
Job Role: Lead
Location: Gurgaon
PQE: 5+ years
Responsibilities
Job Description
- Ensure that the team follows Standard Operational Procedures to maintain Enterprise Applications and ensure their correct functioning and performance to meet SLAs commitments
- Identify recurring support activities and proactively plan solutions to prevent issues requiring support
- Create reporting to support client, team, and business needs
- Scheduling of resources
- Escalation point for advanced application support and troubleshooting needs
- Liaison and escalation point with Information Technology and Database Administration teams to address Application’s availability and performance issues
- Facilitate calls and escalated issues with Consultants, Clients and Project Managers
- Continually seek opportunities to increase customer satisfaction and deepen client relationships
- Stay up-to-date regarding applications’ market and offerings by competitors
- Assist with projects assigned by the Applications Support Manager
- Assist with interviewing and onboarding new team members
- Managing day to day support services ensuring that all customer issues are prioritized, triaged and resolved as effectively as possible
- Escalate and work directly with Applications Support Manager as required
- Assist RFP, billing, and any other special requirements
- Ability to Lead and develop staff, ensuring high standards are consistently preserved, recognizing strengths and weaknesses, and acting on them. Mentoring and coaching staff is critical to the role as is maintaining high morale
Requirements & Competencies
- 5+ years of experience supporting applications based on the Microsoft SQL Server RDBMS platform
- Litigation Support experience is preferred, especially in working with document review applications like Relativity, iCONECT and Concordance
- Detailed technical knowledge and solid hands-on experience with performance tuning and troubleshooting
- Bachelor’s degree in Information Systems, Business, or commensurate experience (Master’s degree preferred)
- Coordinate work with multi-cultural and multiple time zone teams
- Disseminate knowledge across teams and ensure knowledge management is improved and managed to promote the highest level of service possible
- Ability to work independently or under only general direction
- Multi-task with superior decision-making, analytical and problem-solving skills
- Problem solving approach and identify opportunities for processes improvement
- Excellent verbal and written communication skills
- Create and assist with team goals
- Ability to meet deadlines and maintain focus
- Demonstrate excellent customer service skills
- Effectively manage a team whilst maintaining positive working relationships
- Perform in a highly functional, demanding, and ever-changing environment
- Successfully undertake the planning, direction, reporting and administrative responsibilities of this position
- Show flexibility in the role
- Develop effective working relationships with the client, Incident and Problem Management functions as well as any 3rd party personnel.
- Available for after-hours and weekend on-call work as necessary to support application.
- Strong written and verbal communication skills
- Excellent problem-solving skills with the ability to identify root cause and implement controlled changes
- Excellent time management skills with the ability to manage conflicting priorities
- Ability to evaluate and discern issues and make the proper judgement call to escalate for resolution
- Ability to evaluate and discern issues and make the proper judgement call to escalate for resolution
Apply here