
Information Technology Product Support
4 days ago
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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