• Act as the right-hand to the Team Lead, Technical Support • Maintain individual and team performance • Manage the team schedule in real time • Oversee performance and coordinate Majorel's requirements • Ensure effective information flow • Welcome and support onboarding and upskilling of new hires • Lead, coach, motivate, and engage the team • Serve as the first escalation point to support ICs on sensitive cases

• Provides support to end users for computer, application, system, device, access and hardware issues • Utilizes technical experience and customer service skill to assist end users to resolve incidents and fulfil requests remotely and escalate as needed • Involvement in project planning; installing, configuring, upgrading, and troubleshooting of computer-related hardware and software components • Responding to and resolving customer requests; team leadership to ensure customer support expectations are addressed in accordance with policy • Identifies, researches, and resolves technical problems of moderate complexity • Responds to telephone, email and online requests for technical support • Documents, tracks, and monitors the problem using applicable systems and tools • Performs root cause analysis, develops checklists for typical problems and recommends procedures and controls for problem prevention

• Responsible for resolving problems and incidents as they occur, work with Level 1 and 3 support personnel to ensure proper steps are taken to resolve those problems and incidents, document new processes and procedures for use by other analysts working on similar applications. • Will have to provide periodic On Call 24x7 support (~once out of every 2 months you are on-call off-hours and weekends). • Must have the ability to work in a multi-system and multi-platform environment. • Responsible for coordination with operations center staff to ensure monitoring of production systems. • Responsible in deploying application upgrades in a Linux environment. • Responsible for reading and writing Bash and Perl scripts for automated tasks. • Responsible for tracing errors in Java using source and stack trace data and debug Bash and Perl scripts. • Responsible for following procedures for processing of batch files, troubleshooting and reporting errors. • Responsible for documentation of processes and procedures relating to deployments, troubleshooting and environment maintenance for our applications. • All other duties as assigned.

• Responsible for resolving problems and incidents as they occur • Work with Level 1 and 3 support personnel to ensure proper steps are taken to resolve those problems and incidents • Document new processes and procedures for use by other analysts working on similar applications • Provide periodic On Call 24x7 support (~once out of every 2 months you are on-call off-hours and weekends) • Responsible for coordination with operations center staff to ensure monitoring of production systems • Responsible for deploying application upgrades in a Linux environment • Read and write Bash and Perl scripts for automated tasks • Trace errors in Java using source and stack trace data and debug Bash and Perl scripts • Document processes and procedures relating to deployments, troubleshooting and environment maintenance for our applications.