Delhivery - Senior Support Engineer - Service Delivery (3-7 Yrs) Gurgaon/Gurugram (Systems/Product Software)

Role Summary : - The main role is to provide excellent customer focused service encompassing data requests, performance tuning, 2nd and 3rd level support and reporting dashboard.
-The Application Support Engineer will provide a highly effective, proactive and responsive applications support service to all internal teams including operations, auditors, finance etc., ensuring that the applications/systems operate efficiently, reliably and to agreed SLAs and KPIs. Key Responsibilities : a) First level on investigation of any issue (client issues, data requests, JIRA support issues) b) Managing and updating different scripts as per daily basis process c) Generates reports based on client (Internal/External) request d) Providing support to clients (Internal/External) on call/emails directly and providing resolution and steps e) RCA of recurring issues and automate manual tasks f) Coordination for system and software releases with development team and manage the gaps in Implantation or risk assessment g) Troubleshooting areas of performance and identifies effective solutions to resolve issues both immediate and for the longer term h) Work closely with all level of operations i) Providing service to an international user community Mandatory Skills and Experience : a) A good working knowledge of 2-5 years hands on experience supporting applications built in Python/Java b) Excellent in SQL queries, should be able to write complex queries c) Good with Shell Scripting d) Experience in RestAPI, JSON e) 2-5 years strong background in service delivery and/or L2/L3 support management f) Should have knowledge of Agile Methodology and follow the sprint cycle for reporting requests g) Experience within a business and understanding of the challenges encountered in providing a support service across multiple time zones h) Experience of working and supporting applications hosted on Google or any other cloud infrastructure i) Experience of supporting mission critical web applications with high business transactions and large volume of users j) Experience of working on tools like JIRA Desired Skills and Experience : a) Experience in Redash, Postgres & Mongo is additional advantage b) Knowledge on ticketing tool Rezo will be added advantage Personal attributes : a) Should be team player and should have thinking long term value b) Excellent troubleshooting and problem solving skills c) Outstanding ability to effectively communicate, both verbally and in writing across all levels of management d) Strong customer focus meeting and exceeding expectations, resolving issues and developing solutions to meet customer needs e) Self-driven with a making a difference attitude f) Ability to focus on the problem in high pressure situation, and prioritize the asks in hand g) A reliable and responsible team player. Owning their task end to end and ability to prioritize the tasks in order to achieve personal and team goals. h) Should be able to share the opinion and ideas openly with team and ability to grow with the team

Required Skills : English