• Responsible for the supervision & day to day running of the teams and their individual workloads, providing strong leadership and motivating staff• Assigns and monitors cases/tasks for the teams.• Works closely with the teams to work through client and internal issues related to open case tickets• Assigns and monitors cases/tasks for the Support team.• Co-ordinate support resource to ensure the appropriate level of service is provided.• Effectively build and maintain strong and productive relationships with customers.• Responsible for ensuring the satisfactory completion of all customer Service Requests.• Responsible for ensuring that all customer Problem Records are investigated and progressed within the appropriate time scales to resolution, and any fix be deployed following the Change Management procedure.• Work with Development to prioritise the fixing and QA of Bugs and Enhancements raised via Support.• Maintain appropriate level of product knowledge within support teams.• Ensure that support services provided are in line with customer support and maintenance agreements.• Manage customer expectations of support, chargeable Service Requests, Development fixes and Enhancements.• Create and execute plans to meet our technical commitments and revise as appropriate to meet changing needs and requirements.• Ensure support teams and team members are working cohesively • Investigating customer support logs• Design and create reports based on technical specifications provided.• Create various complex reports using Crystal Reports.• Used SQL extensively in command objects of Crystal reports.

• Plan, design and analyze user requirements for the implementation and develop of data procession system• Provide system documentation.• Develops and implements the most efficient and cost-effective solutions.• Translate business rules and requirements into system specification.• Collect information to analyze and evaluate of proposed systems.• Work closely with management to prioritize business goals and information needs.• Work closely with Engineers & Technical Support to resolve customer issues.• Provide technical application support to users.• Responsible for the risk management, maintenance, consultation and development of the system and database. • Carried out regular triage meetings to recognize and determine critical testing faults.• Formed detailed UAT and QA test plans, managed system testing and preserving testing documentation.• Ready training materials and carried out end-user training sessions for the several users