Lead - india, India - UnitedLex

UnitedLex india, India

3 weeks ago

Description

REQUIREMENTS &

COMPETENCIES:

Experience - 5+ years of Applications Support including Microsoft SQL Server RDBMS platform
Litigation Support experience, especially in working with document review, processing, hosting and production applications like Relativity, Reveal/Brainspace and other eDiscovery platforms
Detailed technical knowledge and solid hands-on experience with performance tuning and troubleshooting of litigation applications
Education – B-TECH(CS), BCA, MCA, BSci. IT, & MSci. IT
Coordinate work with multi-geographical 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
Excellent verbal and written communication skills
Create and assist with team goals
Ability to meet deadlines and maintain focus
Demonstrate excellent customer service skills
Good to have – Team Supervision Experience
Perform in a highly functional, demanding, and ever-changing environment
Successfully undertake the planning, shift scheduling, 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.
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

RESPONSIBILITIES:

Ensure that the team follows Standard Operational Procedures to maintain Enterprise Applications and ensure their correct functioning and performance to meet SLAs commitments
Resolve Break-fix tickets
Perform Maintenance activities
Create reporting to support client, team, and business needs
Scheduling of resources
Escalation points 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
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

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