Company Name Confidential jobs - IT Software Engineer

Ø  Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT

Ø  Assign unresolved Incidents to appropriate Tier 2 Support Group.

Ø  Log all Incident/Service Request details, allocating categorization and prioritization codes.

Ø  Keep users informed about their Incidents’ status at agreed intervals.

Ø  Associate Incidents with other records (i.e., Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)

Ø  Provide first-line investigation and diagnosis of all Incidents and Service Requests.

Ø  Verify resolution with users and resolve Incidents in ticketing tool.

Ø  Escalate Major Incidents to the Incident and/or Problem Manager.

Ø  Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator.

Ø  Owns all Incidents and Service Requests throughout the lifecycle.

Ø  Provides support to users via escalated Tier 1 Incidents. Acts as a subject matter expert for support area.

Ø  Provides training to Tier 1 via knowledge transfer and knowledge articles. 

Ø  Escalate all process issues to the Incident Manager.

Ø  Monthly Report preparation and presenting to customer every Month. 

Ø  Creating a new database.

Ø  Creating a new table as per the requirement and as per the schema

Ø  Inserting new data in to a database(table)

Ø  Modification of the database

Ø  Deleting data from a database

Ø  Updating data in a database

Ø  Deleting data from a database

Ø  Handling SQL commands like DDL, DML, DCL, and TCL.

Ø  Using truncate command to removes all rows from a table.