Experience: 4 years
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