Job Summary: The role involves effectively managing customer-reported issues, encompassing functional, performance, UI, and technical aspects. The individual must prioritize tickets based on business impact, proactively coordinate with various teams, and expedite issue resolution to enhance customer satisfaction. The role also includes collaborating across teams, enforcing best practices in technical support engineering processes, and maintaining comprehensive documentation, including release notes. The ideal candidate possesses excellent communication and organizational skills, has support and coordination experience in mobile applications, and is proficient in tools like JIRA, Zendesk, ALM, and Confluence. Familiarity with Scrum, Kanban, programming languages/frameworks (Java, Node.JS, Go Lang, Python), SQL, and database technologies is essential, along with knowledge of infrastructure components such as RESTful APIs, SOAP Apis, Single Sign On, LDAP, and Search Technologies.
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.
– Have 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