Technical Support Specialist

Exp: 3 to 6 years

Job Location: Noida , Mumbai , Pune , Bangalore , Gurugram (Hybrid WFO)

Job Description:

-Handling L2 escalations and troubleshooting complex technical issues.

-Communicating with airline management and resolving high-severity incidents.

-Coordinating with Development and Testing teams to explain issues and expected outcomes.

-Monitoring system performance and ensuring compliance with airline regulations.

-Providing guidance and advice to customers based on deep product knowledge.

-Managing and prioritizing multiple tickets under SLAs.

-Providing new Jira tickets for every upcoming sprints.

-Preparing reports and Performing DHR activity for L2, L3 and CM Integration.

-Preparing Release Notes for every Community Update.

-Performing configuration changes and validating system updates after every production release.

-Collaborating with Development team to reproduce and verify reported defects.

-Maintaining strong rapport with airline stakeholders to build trust and confidence.

-Acting as the primary point of contact during critical outages and recovery efforts.

-Continuously monitoring system during high bidding and alerts for proactive issue detection.

-Participating in daily stand-ups and cross-functional meetings.