Application Support Professional

1 day ago

Gurgaon, Haryana, India beBeeApplication Full time ₹ 1,50,00,000 - ₹ 2,00,00,000

Role Description:

We are seeking a seasoned Application Support Manager to join our team. As the primary point of contact for support escalations, you will work closely with the Associate Director for Customer Success to manage the support team of gStore.

Key Responsibilities:

- Oversee and manage activities of gStore Support engineers, ensuring they provide high-quality, on-time application support in dynamic environments.

- Lead and deliver technical direction to the team, solving complex problems that require advanced application knowledge, troubleshooting skills, technical expertise, and creativity.

- Monitor compliance with application support processes and procedures, ensuring adherence to SLAs, best practices, and industry standards.

- Assist with support requests submitted through established support channels as needed, fostering self-directed teams where developers work seamlessly to deliver high-quality work.

- Ensure monitoring and observability are in place for gStore customers, providing them with exceptional experiences.

- Recommend improvements to the overall application support process, including tools, security, scalability, reliability, and performance, to drive business growth and success.

- Coach and mentor support engineers on techniques, processes, and new technologies, enabling team members to be autonomous, efficient, and successful in their roles.

- Understand the company's technical and business aspects to achieve strategic business goals with high-quality solutions, collaborating with cross-functional teams to drive innovation and excellence.

Requirements:

- Experience as a hands-on leader in application support and software engineering, with a proven track record of delivering high-quality application support in dynamic and agile environments.

- 7-10 years of relevant IT experience, with skills including SQL, NoSQL, Java, Python, React, and API, as well as experience with mobile applications (preferred).

- Over 5 years of experience managing application support teams, with expertise in system architecture and design patterns, and proficiency in various ticketing systems, including Zendesk, ServiceNow, Jira, etc.

- Ability to generate, understand and articulate ITSM SLA, KPIs, and metrics, as well as demonstrate holistic problem-solving skills, considering solutions through a combination of technology and processes.

Benefits:

Grey Orange Inc. is an equal employment opportunity employer. We offer a collaborative and inclusive work environment, where diversity and equity are valued. Our employees enjoy a comprehensive benefits package, including health insurance, retirement savings plans, paid time off, and professional development opportunities.

About Us:

At Grey Orange Inc., we are committed to providing exceptional customer experiences through innovative solutions. Our company values integrity, teamwork, and continuous improvement, and we strive to create a positive impact on our community and the world at large.

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