Module lead - IT Product Support

Role & responsibilities

• Understand the application and its various process along with stakeholders information.
• Understand support ticket (Incidents and Service Requests) requirements and coordinate with reporters for better requirement clarity.
• Analyze the support tickets, coordinate with other IT Teams, and provide technical solutions.
• Health, Logs & Alerts monitoring of Applications/Servers, analyze for any issues, raise support tickets and escalate as required.
• Manage application support, maintenance and enhancement activities.
• Task estimation, prioritization, risk identification and tracking to closure within defined SLAs
• Do root cause analysis for all the high priority tickets and share incident reports with stakeholders.
• Participate in product development process, including designing, building, and testing.
• Coordinate with stakeholders for testing of Incidents.
• Communicate latest updates to stakeholders on high priority tickets and various deployments on application/environment.
• Develop and maintain professional relationships with all online business teams and provide support wherever required.
• Communicate with stakeholders regularly on the progress and status of outstanding trouble tickets
• Participates in improvising the processes and assigned applications/projects
• Conduct weekly in-process data based analysis on all metrics & implement corrective actions for deviations found
• Conduct and lead RCAs for deviations (effort/schedule variance, post production defects, non-compliances reported in audits & SLA misses) and identify preventive and corrective actions
• Manage team development by ensuring that project tasks are in line with plan
• 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

Preferred candidate profile

• Must to have hands-on

  Support and development

  experience in C#, ASP.NET, AJAX, jQuery,
• Must have hands-on experience in MS SQL Server
• Experience with one or more of these - Angular, Node, Kubernetes/Docker, Data Dog/Splunk, Mongo & Mobile technologies (Desirable)
• ITIL Certified. (Desirable)
• Minimum 7 years of Experience
• Experience in supporting multi-tier Internet/Intranet applications using any design patterns
• Excellent debugging and troubleshooting skills
• Demonstrated analytical and design capabilities
• Self-starter with excellent organizational and time management skills
• Fast learner, quality conscious and committed to deadlines
• Experience working in offshore-onsite delivery teams

• Excellent and effective communication skills