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Senior Product Support Specialist
5-8 years
Bangalore / Bengaluru
1 vacancy
Senior Product Support Specialist
Commissum
posted 4mon ago
Job Role Insights
Key skills for the job
Job Description
- Experience of 5 to 8 yrs in application support (preferably web applications)
- Customer focused and goal orientated with keen attention to detail
- Strong analytical and trouble shooting skills
- Working knowledge in Microsoft stack web application (.NET, C#, Asp.net MVC Web API ) testing
- Working knowledge on Service Now, Azure DevOps, JIRA, TestRail
- Good knowledge in Database & SQL. Ability to create & mine data using SQL queries. Ability to write and execute SQL queries for data validation and verification
- Experience with RestSharp or similar libraries for creating and executing API test cases.
- Understanding of RESTful principles and common HTTP methods (GET, POST, PUT, DELETE).
- Ability to validate API responses, handle authentication, and test error handling.
- Working experience with ITIL, Agile, CMMI etc processes would be an advantage
Personal Skills:
- Excellent analytical and problem solving skills
- Excellent verbal and written communication skills
- Ability to articulate and present different points-of-views on various topics related to project and otherwise.
- Successful teamwork experience and demonstrated leadership abilities are required.
- Eager to learn and continuously develop personal and technical capabilities.
Desirable Experience
- Knowledge on software development to fix small bugs and enhancements.
- Life science and/or healthcare domain experience would be an advantage.
- Knowledge on COSMOS DB, Elastic search stack, Azure cloud, Azure Kubernetes Service will be a plus.
Responsibilities
- Perform application monitoring (logs, performance, load etc.), maintenance and configuration.
- Level 2 support - diagnosis, investigation, resolution, coordination with business, Level 3 team, functional/business analysts, application owners, other departments as needed.
- Ensure Service Level Agreements (SLAs) are met to maintain high-quality service.
- Monitor level 2 queues and provide response/support to customer inquiries through level 1 support or through support ticket.
- Troubleshoot complex web application issues.
- Debug application issues/tickets to determine if it is an application issue, infrastructure issue, network issues, understanding gap or change request etc.
- Triage and solve the assigned tickets according to the standard operating procedure.
- Perform approved changes and bug fixing using applicable graphical interfaces and/or scripting language.
- Collaborate with stakeholders to understand changes, issues, and design comprehensive test cases.
- Write test cases to cover all scenarios and impacted areas to adequately test the fix or change.
- Thorough testing of the fixes and enhancements covering all impacted area.
- Recover assets if there is performance degradation or business interruption.
- Interact, whenever appropriate, with level 3 support and/or other entities to address the issues.
- Raise problem tickets for repeating issues and/or other suitable instances and ensure their timely resolution to address root cause
- Continuously improve application/product knowledge to be an expert in it.
- Generate and present detailed reports, metrics, and dashboards to stakeholders.
- Ensure compliance with quality standards and project requirements
MCA or bachelor s in engineering, Computer Science or any other equivalent degree
Employment Type: Full Time, Permanent
Functional Areas: Other
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