Support Jobs in Nepal

Job Description:

Application Support Analyst will be responsible for providing operational support for enterprise applications and database systems. This role oversees the daily requirements for support of the systems leveraged by Business Operations teams to provide support for critical production processes working with engineering and operations teams to identify and fulfill support requirements.

Primary job responsibilities will be to troubleshoot application issues with database scripting and coding in Dot Net, Optimization SQL queries, provide instruction to users of the applications to resolve known issues.

ESSENTIAL JOB RESPONSIBILITIES:

Primary Responsibilities

• Handling Production Support Requests using Microsoft Dot Net, JavaScript, JQuery.
• Monitoring the SQL servers using internal tools.
• Handling the break fixes and incident management using Dot Net, MS-SQL, VB and MS-Access
• Communicating with Auditors from onshore and offshore
• Finding Root cause for the incidents (Problem Management)
• Enhancements in the application code using Dot Net and SQL
• SQL Query optimization

Other Related Responsibilities

• Maintains production support documentation library ensuring documents are current, accurate, and available to appropriate groups
• Follows and supports IT business processes including change management, configuration management, and disaster recovery and business continuity
• Actively participates in Disaster Recovery/Business Continuity planning and testing. Activities to include actual live fail over and fall back exercises
• Provides advanced support and direction for the integration of 3rd party systems or applications required to support the business
• Implements processes and procedures using the ITIL framework
• Works towards continual improvements of process and procedures with a goal of operational excellence.
• Other duties as assigned including active participation in Projects related to both the IT department and the company as a whole

Required Knowledge, Skills, and Abilities:

• Extensive Experience with Dot Net strongly recommended
• Experience on JavaScript and JQuery
• Database Experience with MSSQL experience
• Proficient in SQL Server, SQL Functions & Jobs and Windows technologies
• Experience on MS-Access, SQL Profiler and Query Optimization is recommended
• Experience in supporting the ITIL framework
• Demonstrable excellent troubleshooting and Communication, interpersonal skills
• Ability to work and support off hours
• Works with a sense of urgency
• Team player with strong desire to assist and share knowledge
• Proficient with Microsoft Office Suite (Word, Excel, Power Point)
• Ability to work well independently and in a team environment.
• Ability to handle multiple tasks, prioritize and meet deadlines.
• Strong desire to learn new technologies
• Excellent written and verbal communication skills.
• Exhibits behaviors consistent with Cotiviti Values.

Education + Experience:

• 4 to 9 years of relevant experience in an information technology environment, application maintenance & support, exposure on production support

Apply Instruction:

Interested candidates fulfilling the mentioned criteria are encouraged to Apply using the Easy Apply Button below. Registered candidates may also apply using Apply Now Button.

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Job Description:

The role of the Support Manager at LIS Nepal Pvt Ltd. encompasses the comprehensive management of the managed service project. This individual will assume the responsibility of coordinating and supervising all tasks associated with LIS Nepal’s international client’s production (hosted) and operational (batch) support. Their purview includes the overall project operations, ensuring the punctual execution and quality of project endeavours, as well as the vigilant monitoring and guidance of team members. Additionally, it should be emphasized that the Support Manager's obligations might extend beyond typical working hours to fulfil essential customer service demands.

Key Responsibilities:

• Lead the definition of and adherence to standard organization’s support policies and procedures.
• Lead support efforts related to creation of client-specific collateral such as support operating manuals etc.
• Serve as main point of contact between onshore teams related to all client and support issues.
• Monitor client satisfaction and ensure all Service Level Agreements (SLA’s) are consistently met.
• Manage incoming requests, prioritize tasks, monitor issues, and ensure weekly review.
• Consolidate weekly status reporting for both management and client communication.
• Properly delegate support activities to the appropriate team members. Supervise project teams in defining and executing the transition from project activities to support.
• Work with the product strategy team to continuously evaluate support capabilities and define new support offerings.
• Support the presales / sales efforts related to support offerings by leading requirements gathering and solution definition meetings both in person and remotely.
• Manage employee administration (e.g. interviews and on-boarding) for the support team.
• Conduct performance appraisals for the support team.
• Review and approve weekly timesheets for support team.
• Provide on call support as needed during non-business hours.
• Perform knowledge transfer to client operational and support staff as needed.

Required Knowledge, Skills, and Abilities:

• Preferred ITIL 4 Certification.
• Exceptional written and verbal communication skills including challenging situations such as on short-notice, with little to no preparation time, for changing audiences etc.
• Ability to proactively identify and resolve issues.
• Strong analytical skills.
• Excellent problem-solving skills and ability to make decisions independently.
• Solid organizational and time management skills.
• Open to work in different shifts.
• Ability to travel on short notice as needed.

Education + Experience:

• Bachelor’s degree in Computer Science or related field.
• 5+ years of support project management, system development; Data Analytics application support preferred.

Apply Instruction:

Interested candidates fulfilling the mentioned criteria are encouraged to Apply using the Easy Apply Button below. Registered candidates may also apply using Apply Now Button.

Apply Now