Application Support Specialist

Product Support:

Roles and Responsibilities

• Able to understand and bifurcate the functional, performance, UI and technical issues raised by customers.
• Able to prioritize logged tickets based on Business Impact.
• Should be proactive in coordinating and communicating with Business/Development/QA to get issues resolved within the stipulated timeframe.
• The ability to understand business from customer perspective and help in expediting the process for better customer satisfaction.
• Liaise with other teams within and outside the Digital unit to negotiate dependencies
• Drive forward and role-model best practice in technical support engineering processes and Agile behavior and ensuring teams members follow suit
• Responsible to manage and maintain release notes and document all the change sets

Skills and Background

• Excellent communication (oral and written) and organization skills.
• Must have support and coordination experience in Mobile applications.
• Must have good understanding of JIRA and the workflow involved.
• Must have working exposure to various team collaboration and support tracking tools like Zendesk, ALM, Confluence etc.
• Good exposure on both Scrum and Kanban methodologies
• Good to have a programming experience in at least 1 modern programming languages/ frameworks such as Java Node.JS, Go Lang, Python, or others.
• Good knowledge of SQL and one common database technology, such as Oracle, MySQL
• Infrastructure knowledge including RESTful APIs, SOAP Apis, Single Sign On, LDAP, Search Technologies