Software Support Specialist

1 day ago


Bengaluru, Karnataka, India beBeeProblem Full time ₹ 20,00,000 - ₹ 25,00,000
Job Title: Software Support Specialist

The role of a Software Support Specialist is a challenging and dynamic position that requires the ability to identify and solve complex problems within multiple components of critical business systems.

Key Responsibilities:
  • Own and manage problem resolution processes, ensuring alignment with industry best practices.
  • Conduct thorough root cause analysis for recurring or high-impact incidents using techniques such as 5 Whys, Ishikawa (fishbone), or fault tree analysis.
  • Identify and log issues based on incident trends, major incidents, and monitoring alerts.
  • Collaborate with cross-functional teams to investigate problems and develop sustainable solutions.
  • Maintain accurate records of known errors and ensure the Known Error Database (KEDB) remains up-to-date.
  • Prioritize issues based on impact, frequency, and risk to the organization.
  • Facilitate regular technical meetings to discuss issue status and actions.
  • Ensure timely implementation of solution resolutions, workarounds, or preventive measures.
  • Monitor and report on issue metrics, including resolution time, reoccurrence rate, and impact reduction.
  • Support ongoing service improvement by identifying and addressing systemic weaknesses in IT services.


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