Job Description

it's mandatory to have IBM CMOD admin knowledge.
We are looking for technical support engineers to provide support and monitoring for our critical ECM
applications. Your primary responsibility will be to provide operational monitoring and initial response
and triaging of all issues for applications. You will handle incoming support tickets and provide timely
and effective communication to customers. You will also perform an initial investigation to resolve
issues and escalate them in a timely manner. You may also act as a point of contact for customers.

Roles and Responsibilities
 Candidate should work on the Managed Service support projects to resolve customer problems.
 Doing routine daily health checks of the system to ensure system is up and running.
 Understand customer's issue; reproduce the issue in-house and provide with the solution and
workaround for the issue.
 Provide thorough support and problem solutions to customers.
 Accountable for escalations and maintain timely communication.
 Creating incidents, requests, Problem ticket, change number in service now to track the issues.
 Good experience in resolving issue through tickets.
 Work on our MARS Migration Tool (HELIX Product).
 As a 24x7 function, support team requires engineers to work in shifts.
 On-call rotation for monitoring and resolving alerts.
 Strong written and oral communication skills.
 A flexible, can-do attitude with a willingness to compromise and aptitude for learning.
 Prepare all Project documents, Deployment guides and deploying to higher environments.
 Creating Daily and weekly reports.
 Gather information independently or else communicating with other teams/users if required,
carry out necessary research and provide an in-depth analysis to resolve issues and to get the
root cause analysis.

Skills
 Service Now
 Linux
 Good to have knowledge on any ECM Applications (CMOD/FileNet/ICN)

Job Description

it's mandatory to have IBM CMOD admin knowledge.
We are looking for technical support engineers to provide support and monitoring for our critical ECM
applications. Your primary responsibility will be to provide operational monitoring and initial response
and triaging of all issues for applications. You will handle incoming support tickets and provide timely
and effective communication to customers. You will also perform an initial investigation to resolve
issues and escalate them in a timely manner. You may also act as a point of contact for customers.

Roles and Responsibilities
 Candidate should work on the Managed Service support projects to resolve customer problems.
 Doing routine daily health checks of the system to ensure system is up and running.
 Understand customer's issue; reproduce the issue in-house and provide with the solution and
workaround for the issue.
 Provide thorough support and problem solutions to customers.
 Accountable for escalations and maintain timely communication.
 Creating incidents, requests, Problem ticket, change number in service now to track the issues.
 Good experience in resolving issue through tickets.
 Work on our MARS Migration Tool (HELIX Product).
 As a 24x7 function, support team requires engineers to work in shifts.
 On-call rotation for monitoring and resolving alerts.
 Strong written and oral communication skills.
 A flexible, can-do attitude with a willingness to compromise and aptitude for learning.
 Prepare all Project documents, Deployment guides and deploying to higher environments.
 Creating Daily and weekly reports.
 Gather information independently or else communicating with other teams/users if required,
carry out necessary research and provide an in-depth analysis to resolve issues and to get the
root cause analysis.

Skills
 Service Now
 Linux
 Good to have knowledge on any ECM Applications (CMOD/FileNet/ICN)