Job Description
Support Team Members are responsible for providing round-the-clock support for multiple offerings (10+), by providing the first response along with user management issues, coordinating with different teams, and ensuring timely resolution of documented support issues. They will work in shifts(24X7) to ensure continuous support and resolution of issues within the agreed SLAs.
Key Responsibilities
Issue Resolution:
Triage, provide first response and engage L2 team
Handle user management and other documented support issues promptly.
Escalate complex issues to the Lead or higher support levels as required.
Document resolutions and update the knowledge base.
Monitoring & Reporting
Monitor systems and services to proactively identify issues.
Provide regular updates and status reports to the Lead.
Timely outage communication based on the defined process.
Coordination
Work closely with the team and other departments to ensure effective resolution of issues.
Participate in handover meetings during shift changes.
Identify areas for improvement in processes and workflows.
Required Skills & Experience
Bachelors degree in Computer Science, IT or related fields
Minimum of 2 years in solving customer problems
Proven experience in managing a 24x7 support team.
Hands on Zendesk/Jira with familiarity in creation or dashboard
Strong knowledge of user management and IT support issues.
Excellent leadership, communication, and problem-solving skills.
Ability to handle high-pressure situations and make quick decisions.
Knowledge of cloud platforms and configuration management.
Excellent written and verbal communication.
Good To Have Skills
Knowledge on the Cloud Services and database concepts.
Handson with Containers and Kubernetes provisioning/debugging.
Basic Networking Concepts for troubleshooting.
ITIL Certified
Python Or Other Script For Automation
Service Desk, ITIL, Jira
