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·         Support VMware business operations by resolving production issues / tickets pertaining to MyVMware & related applications and completing work requests

·         Monitor / triage incoming production support ticket queues and resolve modest to high complexity tickets with in the SLA.

·         Serve as a primary contact (onshore POC) for Business and IT teams for any questions / clarification related to the area of work.

·         Offshore co-ordination and timely hand-offs of all production issues in his/her area of work.

·         Partner & co-ordinate with respective team/s including Business, BA, QA, Dev & release teams as necessary to address a production issue.

·         Coordinate UAT testing, Business sign off and post production communication to business for the production bug fixes.

·         Research and resolve ongoing Application/Data issues in production while working to improve client incident management processes.

·         Provide technical expertise in identifying, evaluating, and suggesting process improvements that are cost effective and improve work efficiency.

·         Deep expertise in Oracle HFM (Oracle Hyperion Financial Management).

·         Development / Technical support experience with Oracle Finance modules.

·         Should have excellent analytical and debugging skills with ability to analyze complex business/technical problems, identify performance bottle necks and suggest for any query fine tuning as needed.

·         Good communication & interpersonal skills is essential since this is a client/business facing role.

·         Prior experience in Application / Production support area and handling business users is preferable.