Information Technology Product Support

4 days ago

Gurgaon, Haryana, India Marsh McLennan Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Title – Senior Engineer – IT Product Support

Career Level – C1

Location – Gurgaon

ESSENTIAL JOB RESPONSIBILITIES

  • Analyze the support tickets, coordinate with other Teams, and provide technical solutions.
  • Understand the application and its various processes along with stakeholders' information.
  • Understand support ticket (Incidents and Service Requests) requirements and coordinate with requestors for better requirement clarity
  • Excellent communication skills to interact with users, internal teams, and vendors.
  • Stay up to date with industry standard best practices/techniques
  • Working knowledge of Agile and Lean methodologies
  • Availability for meetings, on-call support, off-hours support work (including weekends) as required
  • Be able to work a flexible schedule to accommodate off-hours conference calls
  • Analyzing and reproducing bugs to identify root causes.
  • Communicate with stakeholders regularly on the progress and status of outstanding tickets
  • Participates in process improvement for assigned applications/projects.
  • Managing escalated tickets from L1 support and ensuring they are addressed within service level agreements (SLAs).
  • Escalating unresolved issues to the development or engineering teams for more in-depth analysis or fixes.

KNOWLEDGE, SKILLS AND ABILITIES

  • Minimum 3 years of Experience
  • Experience with web technologies such as JSON, XML, Web Services, APIs, SQL, and Database configuration
  • Familiarity with HTML, CSS, or JavaScript for debugging/analysis.
  • Any exposure to API testing tools Postman, Swagger.
  • Exposure to mobile app testing using test flight and Sauce Labs.
  • Good understanding of Google Play Console for publishing and managing apps.
  • Exposure to Website analytics tools tracking and analyze website data, such as visitor sources, user behavior, and conversion rates
  • Excellent debugging and troubleshooting skills
  • Self-starter with excellent organizational and time management skills
  • Ability to work independently and manage multiple priorities
  • Experience working in offshore-onsite delivery teams
  • Knowledgeable in ITIL or similar frameworks for incident management. ITIL Certified. (Desirable)
  • Experience in using collaboration and workflow tools, incl. ServiceNow and Confluence

EDUCATION

  • B.E /B.Tech /MCA /BSc.

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