<h3>Responsibilities:</h3><ul><li>Understand how the product works and how it is used by customers.</li><li>Interact with customers on/off-site to troubleshoot issues, provide workarounds by leveraging software development skills.</li><li>Should be primary TSE for multiple large accounts. Should be able to manage customer requirements for large accounts.</li><li>Understand and fulfill enhancement requests received via customer use-cases.</li><div><br /></div><div><b>Team Building</b></div><li>Should be able to guide SSE/LSE for quicker resolutions as TechLead.</li><li>Should achieve productivity goal for the tech team as TechLead. </li><li>Provide technical expertise, guidance, mentorship to team members. Lead in hiring processes.</li><li>Should be able to train team members on New Technology / Processes.</li><div><br /></div><div><b>Expertise</b></div><li>Provide hot fixes, patches and upgrade deployment support in production and staging environments and work closely with customers to schedule and test.</li><li>Should be able to lead on RED account for Technical issues/defects.</li><li>Offer innovative ideas to improve ticket resolution and closure quality. </li><li>Should drive and provide efficient ways for resolution/fixes of common issues across the customers.</li><li>Should suggest/implement ways to reduce overall tickets.</li><li>Should be able to drive initiatives for productivity and ticket resolution quality improvement.</li><li>Should suggest or implement functionality in platform to provide ways to improve turnaround time for tickets.</li><li>Should be able to contribute on knowledge base articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution.</li></ul><h3> Qualifications </h3><ul><li>12-15 years overall experience in developing enterprise web applications or in Technical Support on Microsoft platform or in Sustaining engineering role.  Of which 3-4 years of experience in a Support or Sustaining engineering role is a must.</li><li>Troubleshooting skills on the Microsoft platform, with expertise in C#, <a href="https://apc01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fasp.net%2F&amp;data=05%7C01%7CHerman.Kharbanda%40icertis.com%7C2c072965f07b46dc52e308dbdea416cc%7C78eff5bbda3847f0a836294c6d784112%7C0%7C0%7C638348568563327254%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&amp;sdata=bODomv7XOuU7w%2FbHgUjZoa2%2B4WzcLB%2F7d%2Bd%2FANdmD68%3D&amp;reserved=0">ASP.NET</a>, MVC, SQL, Stored Procedures and JavaScript.</li><li>Expertise on Windows Azure and Cloud Computing will be an added advantage. Certification a definite plus.</li><li>Understanding of customer support processes and tools. Ability to follow defined processes.</li><li>Good written and verbal communication skills.</li><li>The ability to be a good listener, and to understand customer issues. Ability to work independently on issues assigned.</li><li>Minimum Education :Science or Engineering graduate</li></ul>

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Associate Architect - L3 Support - .Net

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