Supervisor - L1 Support Team
Current Assisting L1 team on support calls, and Guiding them on resolving the issues. Collecting data and escalating the support calls to L2 team. Assisting the team on fetching the data from SQL to support the clients. Preparing documents for frequent issues and resolution and sharing with the team. Closely monitoring the incidents on ServiceNow raised from the Pilot sites. Providing Application support to the ADNOC and EMARAT Smart Service stations. Coordinating with Backend and support staff for the devices replacement, application installation, configuration and activation. Weekly generating the repeated alerts list, and taking the action accordingly. Monitoring the activities/alerts and resolving any reported issues in Namos application Assisting L2 and Development team for new update/fix installation for all the 450 sites. Managing and providing support to the customized applications. For New/Unusual issues, collects the data/logs and report to the Development team. Follow up with the Development team for the reported issues and apply the fix provided by them. Writing SQL queries, fetching the sales data and providing to the End User. Performing regular maintenance for POS in C-Store and ensuring all services running 24/7 Joining and removing devices from domain, installing application images, and configuring the application and testing. Windows performance tuning, Monitoring, Applying service pack and updates. Installing & Configuring Local/Network printers and troubleshooting them on the network. Calling the Stations/Sites understanding the issues and providing the support accordingly. Developing user manuals for software systems support
