Softobiz - Application Support Analyst - Ticketing System

Summary Of Position

Benefits

• Develop strong product experience working with technologies such as Digital Menu Boards, Digital Kiosks.
• Gain experience with digital and cloud-based technologies such as New Relic, Braze, LaunchDarkly, Firebase and Google Analytics.
• Develop knowledge and experience working with cloud infrastructure technologies such as AWS specifically working with DynamoDB, Elasticsearch, LightSail and CloudFront.
• Work in an amazing collaborative team where no two days are the same.
  

Duties And Responsibilities

• Responding to and resolving IT support tickets promptly preferably in QSR domain.
• Assisting with the setup and maintenance of computer systems and networks.
• Installing and configuring hardware and software components.
• Monitoring system performance and troubleshooting issues.
• Assist in the management and support of digital applications as required on an operational day-to-day basis, with primary focus on monitoring the health of the Digital Platform.
• Assist in the management and support of digital devices such as Digital Menu Board, Kiosks and in-store infotainment systems as required on an operational day-to-day basis.
• Ensure the efficient and stable operation of the relevant business applications thereby maintaining high levels of business satisfaction.
• Validate and report on end-to-end transaction services.
• Provide support for incidents and problems escalated from internal and external support partners.
• Provide afterhours support via escalation from internal and external support partners and others as required.
• Assist with continual system & process improvements.
• Working with the application vendors to ensure they deliver according to agreed SLAs.
  

What Are We Looking For

• Experience : 5 7 years.
• Job Location : Hyderabad.
• Time : Starts from 4 : 30 AM IST.
  

Required Skills

• Need to have end user Production & Customer support experience.
• Must have followed process tools like Jira/ServiceNow.
• A passion for Technology and a keen interest in IT as a career, specifically in the Digital space.
• Demonstratable technical skill acquisition via education and or IT certifications with continual learning and development.
• A can do attitude with the ability to work autonomously.
• Able to manage priorities based on business demands and business impact.
• Able to work as part of a team.
• Excellent communication skills (verbal and written).
• Excellent customer service skills.
  

Preferred Skills (not Mandatory)

• Previous experience in support of digital content management technologies.
• Experience with technologies such as Digital Menu Boards, Self-Serve Kiosks.
• Experience with cloud infrastructure technologies such as AWS working with DynamoDB, Elasticsearch, LightSail and CloudFront.
• Work experience in an IT function supporting digital technologies.
• Experience working with PowerShell, Rest APIs, Postman is advantageous.