Responsible to plan, schedule, track and coordinate with project manager, application support for database system version upgrade and database server patches.
Manage, design, and implement database backup and recovery procedure for database recovery. Implement monitoring for database backup.
Assist application team to troubleshoot application/database related issues. Manage and coordinate with vendors to provide database support for the customers.
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Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of chat & ticket online, without having to dispatch to service partners or desk side support technician.
Needs to quickly diagnose triage issues and deliver a high level of customer satisfaction.
Monitor queues for ticket misroutes, unresolved, or those requiring deep investigation.
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