Roles & Responsibilities:

• Handle tickets raised from various stakeholders across all channels (Freshservice , Slack and mail)
• Troubleshooting the issue to identify the root cause by checking the APP logs , dashboards , database queries and escalating the issue to the engineering team based on the issue severity & criticality.
• Handle the incident management process & ensure full alignment across all involved stakeholders (Commercial , CX , Operations and Engineering teams)
• Responsible for documenting all business processes and building knowledge sharing repo
• Monitor the alerts , check services success rates & ensure system is performing normally
• Work on rotational shifts to provide continuous support coverage and ensure timely response to incidents.

REQUIRED EDUCATION, KNOWLEDGE, AND SKILLS

• Bachelor degree in Information Systems, Computer Science, or related field.
• 2-4 years of experience as a technical support engineer.
• Familiar with database, scripting, APIs & basic programming concepts.
• Using communication skills to effectively collaborate with various stakeholders.
• Having good analytical and problem-solving capabilities