Consultant (f/m) 2nd Level Support
2 zile în urmă


  • Receiving messages and requests via all defined communication channels (e-mail and ticket tools)
  • If necessary, recording the messages in the corresponding (ticket) tools
  • Defined availability with defined response times (service level agreements)
  • Direct consulting, answering and processing of messages and inquiries as far as possible
  • Documentation of messages, problems and solutions in appropriate tools (e.g. ticket tool, known-error database, etc.)
  • Monitoring and tracking of tickets
  • Error and logfile analysis, checking of aborted cronjobs and hostjobs, database changes, checking and fixing of interface problems, web services
  • Testing and restarting OC4J containers together with the infrastructure department.
  • Performing developer testing and load testing prior to a new release.
  • Ticket alerting to representative / service delivery manager when SLA is exceeded.
  • Reporting of service delivery
  • Dispatching or escalating complex requests to 3rd level support after technical analysis, if necessary
  • Communication and information of all stakeholders about application critical relevant issues and events (also by phone)
  • Communication of relevant anomalies, as well as optimization potentials to the representative / service delivery manager
  • Qualifications

  • Communication skills that allow you to inform, help and advise customers clearly and to liaise effectively within the project team
  • Problem-solving skills
  • Attention to details, as your managed reports will have a direct impact on the project controlling and also on the customer communication
  • Very good organizational and planning skills to coordinate the project team, as well as to assist the Service Manager or the customer directly
  • Very good knowledge of German language is a must
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