Technologist of Technical Solutions

3 days ago

Varanasi, Uttar Pradesh, India beBeeSupport Full time US$ 1,00,000 - US$ 1,50,000
Enterprise Support Specialist

About the Role

We are seeking an experienced Enterprise Support Specialist to join our global team. In this position, you will be responsible for monitoring, responding to, and resolving complex technical issues across enterprise-grade systems, including IBM Sterling B2B, UiPath RPA bots, and cloud-native database platforms.

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

Key Responsibilities:
  • 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
  • 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
  • Provide support coverage 4 days a week in rotational shifts, including off-hours and weekends as required.
Documentation & Knowledge Sharing
  • Maintain accurate and up-to-date incident logs.
  • Create and update knowledge base articles, SOPs, and troubleshooting documentation.
  • Contribute to knowledge transfer and onboarding of new team members.
Compliance & Security
  • Ensure all activities comply with organizational and customer security standards (HIPAA, GDPR, ISO 27001).
  • Follow access and onboarding policies based on client environment guidelines.

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