Production Support Specialist

4 weeks ago

India Birlasoft Full time

Experience : 5 to 8 Years

Location: Hyderabad, Chennai, Bangalore, Noida, Pune

Key Responsibilities

  • Lead Incident Management Calls on all major incidents, including coordinating & engaging support teams, tracking troubleshooting tasks, collecting impact status and providing executive updates and status
  • Automate the administration of a company's SaaS applications.
  • Providing Technical production support on SaaS Products related to Regulatory Compliance. (Workiva and One source experience will be added advantage).
  • Collaborate with engineering and support teams on client requirements for SLA reporting to ensure adherence to contractual obligations.
  • Engage / Escalate with support teams, both internal and vendors as need based on documented instructions or during normal incident troubleshooting requests
  • Capture standard incident information through life-cycle of Incident . This includes but is not limited to detailed descriptions of the actual impacts (error messages, customer or user functions impacted) and support team involvement (triage and resolution activities performed and their associated timelines).
  • Make use of available troubleshooting tools including but not limited to ServiceNow reports and monitoring applications
  • Communicate SLA dashboards to clients, including applicable internal client relationship management team, as outlined within the client contracts.
  • Utilize in-place tracking tools such as ServiceNow to formally document technical support incidents received from internal and/or external stakeholders.
  • Partner with Sales and various technology teams to assess incidents, identify root cause and implement corrective actions.
  • Deliver optimal service to align with contractual service level agreements and/or client/partner classification using data such as profitability models.
  • Create artifacts, such as standard operating procedures and/or or knowledge base articles, for internal support team activities.
  • Manage day-to-day support activities for existing client/technology partner base concurrently with integration activities of new partnerships.
  • Foster and maintain strong working relationships with various internal business functions, as stakeholders, which include but are not limited to Sales, Provider Contact Centers, Product teams, and Engineering teams, to deliver products and services for our clients, providers and customers.
  • Ensure compliance against all applicable client policies and procedures to maintain risk management framework.
  • Perform other duties and/or manage special projects when the need arises to meet or exceed business goals and objectives.

Desired Skills/Knowledge

  • Strong verbal and written communication, and critical thinking skills.
  • Strong client/customer focus and ability to manage client/customer expectations.
  • Strong analytical and technical skillset used to assess and resolve technical incidents encountered by clients/partners.
  • Client relationship management experience including the use of Salesforce.
  • Understanding of Business-to-Business (B2B) and Business-to-Consumer (B2C) point of sale (POS) processing.
  • Experience with using Splunk and other technologies, such as ServiceNow, for production support.
  • Knowledge and working experience with Application Programming Interfaces (APIs), payment processing channels, acquisition systems, and other supporting technology platforms used by client.
  • Experience and knowledge of Agile framework methodologies, including Scrum, Kanban and/or SAFe.
  • Developing and executing integration and support test scripts.
  • Experience working as a liaison across various business functions on various IT initiatives.
  • Desire to work in a dynamic, fast paced environment and drive continuous improvement for the immediate team, cross-functional stakeholders, processes and provider/customer experience.
  • Good to have working knowledge of Workiva, One Source.

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