POSITION OVERVIEW : Support customer Informatica B2B OLTP systems.

Shift Time : 1 11pm/3:30 pm 1:30am.

Location : Anywhere in India (Flexible to WFO Hybrid Mode).

- 3+ Years of experience in Informatica B2B (DX, DT).

- 3+ Years of experience in Informatica Power Center and IICS.

- 3+ Years of experience with databases (MS-SQL server).

- Experience with application monitoring tools.

- Experience in Informatica Cloud Data Governance Catalog is preferred.

- Analytical Skills: Ability to diagnose and solve complex technical problems.

- Communication: Strong verbal and written communication skills, able to explain technical concepts to non-technical users.

- Customer Service: Ability to provide excellent customer service under pressure and manage competing priorities.

- Knowledge of ITIL processes (incident, problem, and change management).

Technical Support :

- Provide L1, L2 and L3 support for software applications.

- Troubleshoot and resolve application-related issues for end-users.

- Collaborate with developers, IT teams, and external vendors to address issues and implement fixes.

- Escalate unresolved issues to higher-level support or specialized teams.

Monitoring and Maintenance :

- Monitor scheduled Jobs and ensure their successful completion.

- Perform routine maintenance tasks, including system updates, backups, and configuration changes.

- Assist with system upgrades, patches, and migrations to ensure continuity of service.

Incident Management :

- Log, track, and manage incidents and service requests via ticketing systems.

- Follow established procedures for incident escalation and resolution.

- Participate in root cause analysis and problem management efforts.

Documentation and Reporting :

- Maintain and update application documentation, including configuration settings and user guides.

- Create and present reports on system performance, issues, and resolution times.

- Document changes, fixes, and enhancements in a knowledge base for future reference.

Collaboration :

- Work with cross-functional teams (IT, development, business users) to gather requirements and improve applications.

- Participate in system testing and quality assurance activities.

- Assist in the development and implementation of new application modules or features.