Chennai, Tamil Nadu, India
Information Technology
Full-Time
Impetus
Overview
Qualification
5 to 7 years
Job Reference Number
12945
- 5+ years of experience with a proven record of accomplishment of successfully supporting and managing customer-facing digital applications and products.
- Problem-solving capabilities with 2+ years of experience working in a software support capacity for a SaaS product or similar experience.
- Experience troubleshooting in Microsoft Power Platform, MS PowerApps, Flow, and Power BI.
- Hands on Experience in leveraging CICD azure pipelines.
- Strong analytical skills to be able to manage complex problems using a number of techniques.
- Exposure to public cloud technology services/stack in AWS & Azure.
- Good organizational skills, with the ability to work independently as well in a highly collaborative, virtual team-based environment.
- Manage and track end-to-end system issues through resolution.
- Accurately log all relevant information in the support ticket in the issue tracking software while making sure the case information stays up to date at all times.
- Investigate software application issues using the available knowledge base, previous cases, and collaboration with other team members to resolve issues.
- Adjust the priority of issues raised to the Product Support Team based on provided guidelines and move them accordingly to appropriate queues.
- Escalate issues to 2nd level as necessary, providing steps to replicate, screenshots, and any additional relevant information such as log files, traces etc.
- Oversee assigned support cases while tracking related development fixes/product requests and communicating with clients and other teams.
- Test/validate software application issues and bugs in both production and lower environments and work with the development team for a resolution.
- Review, analyze and monitor various daily performance reports and communicate to management.
- Priority assessment, incident Investigation & diagnosis, execute Knowledge Base triage steps in standard operating procedure (SOP).
- Troubleshoot issues delving into root cause efforts and ability to handle disparate types of client inquiries.
- Liaises with Senior Leadership on project, operational, compliance and risk governance.
- Excellent problem-solving skills, with a demonstrated ability to identify and solve issues.
- Perform under minimal supervision and peer accountability on complex assignments.
5 to 7 years
Job Reference Number
12945
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