Product Support Specialist

Job Description

Experience and Technical details: Minimum 2 years of experience in E-Commerce/Telecom/Enterprise IT / Banking industry Monitor scheduled alerts (infra & application) on mails or via system like solarwinds, new relic etc Once alert is received on basis of criticality connect with right teams over email or chat Follow up with teams through the alert while it gets fixed Communicate to stake holder until issue is fixed Optimize the alerts on continuous basis to avoid unwanted and unnecessary alerts Maintaining and updating technical documentation and SOPs Attention to detail, a proactive approach while working on alerts Complete ownership of L1 and L2 support Understanding the functioning of the system. Collaborating with other verticals. To check/Analyze the transactions and logs and device settlements. Monitor process and software changes that impact production support Experience in providing L2 level support to customers (medium to large). Experience in analysis application logs for errors and corrections. Understanding and exposure to DB. Technical experience for role: Basic understanding of operating systems Basic understanding of server, client, network, storage & backup Basic understanding of monitoring tools, knowledge in relational databases, .net. Basic knowledge of HTML and CSS Website development will be an added advantage Familiarity with Agile/Jira/Scrums is good to have Interpersonal skills for role: Good verbal & written communication in English Willing to work in night and weekend shifts Ability to work under pressure and should be a team player Good grasping, Willing to work in support, right attitude toward work