IT Product Support

Job Title- Engineer / Senior Engineer - IT Product Support

Career Level- B2 / C1

Location- Gurgaon / Noida

ESSENTIAL JOB RESPONSIBILITIES

• Analyze the support tickets, coordinate with other Teams, and provide technical solutions.
• Understand the application and its various processes along with stakeholders information.
• Understand support ticket (Incidents and Service Requests) requirements and coordinate with requestors for better requirement clarity
• Excellent communication skills to interact with users, internal teams, and vendors.
• Stay up to date with industry standard best practices/techniques
• Working knowledge of Agile and Lean methodologies
• Availability for meetings, on-call support, off-hours support work (including weekends)as required
• Be able to work a flexible schedule to accommodate off-hours conference calls
• Analyzing and reproducing bugs to identify root causes.
• Communicate with stakeholders regularly on the progress and status of outstanding tickets
• Participates in process improvement for assigned applications/projects.
• Managing escalated tickets from L1 support and ensuring they are addressed within service level agreements (SLAs).
• Escalating unresolved issues to the development or engineering teams for more in-depth analysis or fixes.

KNOWLEDGE, SKILLS AND ABILITIES

• Minimum 1-3 years of Experience
• Experience with web technologies such as JSON, XML, Web Services, APIs, SQL, and Database configuration
• Familiarity with HTML, CSS, or JavaScript for debugging/analysis.
• Any exposure to API testing tools Postman, Swagger.
• Exposure to mobile app testing using test flight and Sauce Labs.
• Good understanding of Google Play Console for publishing and managing apps.
• Exposure to Website analytics tools tracking and analyse website data, such as visitor sources, user behaviour, and conversion rates
• Excellent debugging and troubleshooting skills
• Self-starter with excellent organizational and time management skills
• Ability to work independently and manage multiple priorities
• Experience working in offshore-onsite delivery teams
• Knowledgeable in ITIL or similar frameworks for incident management. ITIL Certified. (Desirable)
• Experience in using collaboration and workflow tools, incl. ServiceNow and Confluence