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 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

- 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