IT Product Support

ESSENTIAL JOB RESPONSIBILITIES

• Understand support ticket (Incidents and Service Requests) requirements and coordinate with requestors for better requirement clarity.
• Analyze the support tickets, coordinate with other IT Teams, and provide technical solutions.
• Understand the application and its various processes along with stakeholders information.
• Good analytical, communication and email etiquette skills.

• Excellent communication skills

  to interact with users, internal teams, and vendors.
• Stay up to date with industry standard best practices/techniques related to Application development
• 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
• Communicate with stakeholders regularly on the progress and status of outstanding tickets
• Working knowledge of Agile and Lean methodologies

KNOWLEDGE, SKILLS AND ABILITIES

• Minimum 1 year 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.
• Excellent debugging and troubleshooting skills
• Quick learner, quality conscious and committed to deadlines
• Self-starter with excellent organizational and time management skills
• Experience working in offshore-onsite delivery teams
• Knowledgeable in ITIL or similar frameworks for incident management.

• Excellent analytical and effective communication skills

• Experience in using collaboration and workflow tools, incl. ServiceNow and Confluence