Role objective

A well-organised, goal-oriented, highly motivated and effective member with excellent analytical, troubleshooting, and problem-solving skills.

  • Responsible to provide L3-level of support to AntWorks Products deployed at client locations.

  • Aspirant should be a talented and passionate about code quality, usability, and technology.

  • Extensive experience in analysing, designing, tuning, developing and supporting several clients.

  • Proficient in .Net programming or source coding (writing, reviewing and troubleshooting).

  • Broad experience in code writing/code review/bug fixing, validation and patch deployment. Well versed with change request and release management process.

  • Worked very closely with users by collecting their requirements on various projects, coordinating across teams and review project plan as per the guidelines.

  • Log the tickets, attend and resolve the issues online & onsite, troubleshoot and provide complete solution along with RCA to the clients within SLA and update clients and all respective stakeholders in every stage of resolution.

  • Flexible, enthusiastic and project-oriented team player with solid communication skills to develop creative solution for challenging client needs 

Working relationships

Internal:

  •  To design, develop, implement and Support Business Lines and Leadership Team.

External: 

  • End Client Representatives ( Based on Project Requirement.)

Professional knowhow

Experience in developing/supporting applications developed in .NET v4 or 5/C#, WinForms, ADO.Net Entity Framework, LINQ, WPF/WCF, html, XML, JSON, Ajax, jQuery, Java script, for approx. 12+ years

  • Extensive Exp in Microsoft My Sql, SQL Server 2008/2012 approx. 8+ years

  • Creating database schemas that represent and support business processes

  • Strong understanding of OOPS & Data structures

  • Hands-on experience in writing reusable C# libraries and DLL

  • Familiarity with Relational Databases and SQL

  • Application builds, deployments and releases.

  • Exposure in Data Analytics, Image Processing, Elastic Search, OCR,

  • ICR and OMR is good to have

  • Hands on Experience in Client Server Application Architecture

  • Hands on experience in Windows Services & API

  • Understanding fundamental design principles behind a scalable

  • application

  • Experience on Wintel, Linux, Ubuntu platforms support approx. 5 years

  • Networking, Firewalls and Load balancers

  • MS office skills. IIS Development/support skills approx. 5+ years • Agile and ITIL practices.

  • Good to have exposure in Banking, finance, healthcare, and e-

  • commerce business domains.

  • Degree in Computer Science, Information Systems, Business Computing or Equivalent.

Primary responsibilities

Application Level:

  • Experience across the SDLC, including requirements, design, development, testing, documentation,

  • training, deployment, maintenance and support.

  • Write optimised code to get the best possible performance across systems

  • Demonstrate a dedication to code quality and be able to code review independently

  • Work closely with developers and QA team in a tightly knit, agile team,

Analysis Level:

  • Software construction

  • Code, Review & evaluation

  • Validation & Impact Analysis

Skills experience

  • Categorisation/Prioritisation and Resolution of all L3 level of issues raised by customers within SLA.

  • L3-technician review the work order to see what has already been accomplished by the Tier II technician and how long the technician has been working with the customer. This is a key element in meeting both the end users and business need as it allows the technician to prioritise the troubleshooting process,

  • gathering additional details and properly manage his or her time.

  • L2-team needs to collect information such as program name that is failed or application name or any database related details (table name, view name, package name, etc.) or API names and share with L3.

  • If a problem is new and/or personnel from L2-group cannot determine a solution, they are responsible for raising and assigning the issue to L3 team. They should be troubleshooting and providing solutions to ensure the intricacies of a challenging and complex issue are solved completely.

  • Proficient in .Net programming or source coding (writing, review and troubleshooting). Well versed with change request process.

  • Responsible to handle and resolve all complex issues, bugs/defect, code level fixes in timely manner.

  • Need to do onsite installations or replacements of various hardware components, software repair, diagnostic testing, and the utilisation of remote-control tools used to take over the user’s machine for the sole purpose of troubleshooting and finding a solution to the problem.

  • The Tier 2 team may take help from the Tier 3 team during these kind of troubleshooting activities.

  • L3-person act as a SPOC to end customers. He/She should be available for customer’ on premise troubleshooting on production issues based on the severity of the ticket based on the requirement.

  • Excellent .net code level troubleshooting skills, finding the RCA, and ready for frequent travel across countries/territories as assigned on a short notice

  • Working on on-call basis for Low/Medium/high and critical incidents.

  • Inspecting applications periodically in areas like user access, OS and IIS versions, hardware infrastructure, network, security settings, certificates etc.

  • Reporting weekly statues on team progress, proactive goals and continuous improvement.

  • Working on various products for monitoring, troubleshooting and reporting production environment.

  • Work on new application implementations including network setup, server setup, database design etc.

  • Conducting planning sessions, coming up with RACI and action items for proactive tasks.

  • Working on process improvement in the areas of production support engagement, incident and defect handling and in converting reactive actions to proactive.

  • Attend check point calls during the deployments to provide monitoring updates, as to how the production

  • environment is coping with the new code.

  • Reviewing all Install/Rollback documentation towards technical accuracy and providing approvals for CRs. Reviewing the test results off the layer and on the layer applications and providing signoff.

  • Providing sign off for the changes over Go/No-Go calls after reviewing business and functional scope and impacts.

  • Providing signoff for operational readiness tracker items to move the CRs towards implementation.

  • Reviewing RCA and Problem Known Errors drafts for High and Critical INCs.

  • Providing approvals for closure of Problem tickets after validating the corrective actions.

  • Knowledge sharing with L2 team members on new Problem Management side.

  • Innovative activities to simplify day-to-day activities. Creating and exploring new tools and techniques.

  • Working on logging standardisation, automating alerts and other automations to monitor servers and apps by using VB and Scripting language. Tracking slow performing pages and performance bottlenecks.

  • Creating and maintaining the knowledge base and sharing that with L1, L2 and other stakeholders.

Key competencies:

  • Technical expertise: in depth understanding of the AntWorks products supported. Technical expertise in in the underlying technologies used to create the products

  • Teamwork: Able to work among teams on different technologies and ensure service delivery

  • Client relationship management: Able to develop proactive relationship with client and interpret internal

  • and external business issues. Understand business drivers and apply best practice to meet them. Use

  • business knowledge to contribute to the definition of business requirements and analysis of problems

  • A track record in training and mentoring individuals on application support and delivery disciplines.

  • Must be an adaptable self-starter and work with minimal supervision. Must be able to juggle multiple

  • projects and organise time effectively.

  • Communication: Excellent verbal and written communication skills. Includes ability to write clear and

  • concise reports and emails dealing with complex concepts. Ability to present technical details to a non-

  • technical audience as well as produce clear and concise written documentation.

  • Demonstrated commitment to high quality user facing and back end code that is usable, maintainable

  • and well thought out. Ability to work both collaboratively and independently

  • Self-motivated and self-directed learner who has quickly learned new programming languages

  • Open to modification of the work we do, based on customer feedback and other data we acquire.

Why should you join AntWorks?

AntWorks is on the mission to manifest the power of ethical AI while delivering the greatest value to our customers and our people. The Global Sales team plays an integral role in building out our customer base and bringing AntWorks to enterprise customers and SMBs to make an impact on their services. Our culture is built on diversity, inclusion and innovation and we want you and your ideas to thrive at AntWorks. Come join us.

About us:

We - AntWorksTM - are a global, artificial intelligence (AI) and intelligent automation company; creating new possibilities with data through digitisation, automation, and enterprise intelligence. As the World’s only platform that understands every data type, ANTstein™ digitises every bit of information for a diverse range of industries. By creating human-like bots in a low-code / no-code environment, ANTstein™ innovates new ways to automate complex processes. Put simply, we accelerate the new, constantly. ANTstein™ is also the first and only Enterprise Intelligent Automation Platform powered by fractal science principles and pattern recognition.  




THANKS FOR SHOWING INTEREST IN ANTWORKS.