Enterprise System Support Specialist

2 days ago

India beBeeSupport Full time ₹ 10,00,000 - ₹ 15,00,000

About the Role

We are seeking a highly skilled and proactive support specialist to join our global support team. In this role, you will be responsible for monitoring, incident response, and issue resolution of enterprise-grade systems including IBM Sterling B2B integrations and translation services, UiPath RPA workflows and orchestrations, and various cloud-native database platforms.

The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to work effectively during off-hours and in a rotational shift model.

Key Responsibilities
  • Production Support & Incident Management
    • Monitor and manage support tickets via JIRA and email.
    • Troubleshoot and resolve issues across:
    • IBM Sterling B2B integrations and translation services.
    • UiPath RPA workflows and orchestrations.
    • Database systems: SQL Server, Aurora PostgreSQL, MySQL, DynamoDB, and BigQuery.
    • Meet defined SLAs for incident response and resolution (e.g., 15-min response, 1-hour resolution).

System Monitoring & Maintenance

You will perform regular health checks and performance monitoring of applications, integrations, and databases. Assist with deployment validations, patch installations, and performance tuning as needed. Proactively escalate critical issues per escalation protocols.

Shift & Availability

This role requires providing support coverage four days a week in rotational shifts, including off-hours and weekends as required.

Documentation & Knowledge Sharing

You will maintain accurate and up-to-date incident logs. Create and update knowledge base articles, SOPs, and troubleshooting documentation. Contribute to knowledge sharing within the team.

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