Softobiz - Application Support Analyst - Ticketing System

3 weeks ago

Hyderabad, Telangana, India Softobiz Technologies Pvt ltd Full time

Summary Of Position :

The Application Support Analyst (End User) Digital Systems position will be responsible for supporting restaurant digital platforms, with primary focus on the Mobile Application, Website and Digital Services.

The position will ensure systems and products are maintained, monitored, and supported in line with business needs.

The position will deliver value and high levels of customer satisfaction, whilst building strong business, partner, and technology relationships.

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.

(ref:hirist.tech)

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