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Description

Learns to use professional concepts including the key aspects of the job to be performed. Applies company policies and procedures to resolve routine issues. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Works on projects of limited complexity or with accounts in a support role. Incumbents are closely managed by more senior staff members. Work is reviewed regularly by supervisor or more senior peers. Normally receives detailed instructions on all work.


• Monitoring support queue and dispatching application support tickets to relevant stakeholders
• Review/assess technical situation and establish case priority/severity in accordance with the service level agreement.
• Expected to analyze & troubleshoot customer application issues and system generated alerts from technical support standpoint
• Installs, tests, documents, and troubleshoots assigned UKG's Product installations / deployments which includes service pack upgrades, application patch Installation etc.
• Communicates effectively to both technical and non-technical individuals at various levels of customer organizations, as well as internally
• Demonstrate good judgment in selecting methods and techniques for obtaining solutions.
• Coordinate and work along with DBA team for performing database refreshes of Non-Prod environments with production copy, whenever requested by customer.
• Perform pre/post application validations as part of any planned/unplanned downtime
• Adhere to Triage Matrix while handling alerts and incidents
• Perform adhoc application and server level restarts whenever requested by customers
• Ready to work in 24X7 Model to provide required Support
• Follow Incident, Problem and Change management practices as per ITIL standards
• Analyzing and collecting log files, heap/thread dumps, etc to identify root cause for permanent fix of application issues
• Work in coordination with multiple stakeholders during monthly OS patching to provide application maintenance & validation.
• Understanding of operating systems (preferably windows), middleware technologies, and software applications
• Knowledge of System monitoring tools (e.g. Splunk, Dynatrace, Netcool, AppDynamics, AppManager) & ticketing tools (e.g. ServiceNow, SalesForce) will be preferred
• Basic knowledge of SQL relational database management systems and SQL scripting.
• Candidate should also have knowledge on some of the following areas: Database, knowledge of JBOSS application platform, authentication methodologies, application performance troubleshooting, load balancing and general system administration
• SSL, LDAP, AD, SSO Knowledge
• Experience on UKG application administration and support, preferred
• Understanding of ITIL concepts
• Strong commitment to customer service and performance
• Sound analytical and troubleshooting skills
• Excellent oral/written communication skills
• Ability to work in a cross-functional global matrix environment

Qualifications

BE/BTech/MCA degree in Computer Science or related discipline or equivalent experience and a minimum of 1 year to 4 years related work experience, implementing or supporting enterprise software applications used in web environment.

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.