Senior Executive - Digital Support

Job Description

Provide guidance to users on proper use and features digital solutions. Understand user complaints, ask right questions, and classify complaints with right owners. Update knowledge base with technical documents, procedures, troubleshooting guides. Resolve technical issues, strive for high first-time resolution and customer satisfaction scores. Manage ticketing system for comprehensive database of tickets, issue classification and RCA. Deliver regular training tips to system admin/business representatives. System monitoring SLA management Actively monitor batch jobs, integrations, planned activities and intervene in case of failure. Prepare maintenance plans, upgrades, scheduled activities for digital solutions. Manage active coordination closure with SAP, Infra and partner support teams. Manage SLA for business users driving prompt resolution with internal and external owners. Create and execute test cases for new features in the application and dashboards, ensuring functionality and performance meet business requirements. Testing, deployment and adoption tracking Document test cases, execution results, and any identified defects for future reference and process improvement. Participate in daily scrum calls, providing updates on progress, challenges, and potential risks. Analyze data from a process perspective, identifying gaps and areas for improvement. Highlight track identified gaps, timely resolution closure with relevant stakeholders. Adoption tracking for the applications Key stakeholder interactions: Business team members IT team (Infra and SAP) Digital team Ideal profile- Keywords: Digital application support, Level 1 troubleshooting and support, Business applications support, SLA management, Root cause analysis, Business Analyst Key skills: Quick learner and ability to interact with cross functional stakeholders. Gather good understanding of the organisation s digital, IT systems and user behaviour. Customer service orientation- listening ability and patience to understand issues. Good verbal and written communication skills Critical thinking skills Ability to analyse complaint data and create meaningful next steps for root cause closure. Knowledge in JIRA or similar product management tool Qualifications experience: Educational Background: B.Sc (IT), degree in Computer Science, Information Systems, or a related field. Experience: Minimum of 3 years of relevant experience