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Product Support Incident Specialist
ROBLOX
·
3-5 years
Kolkata, Mumbai, New Delhi + 4 more
1 vacancy
Product Support Incident Specialist
Roblox
posted 4mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Coordinate the incident response activities, gather the response team, and set up a virtual command center for communication and collaboration. Due to its potential impact, make critical decisions to classify the incident as critical .
- Take ownership of technical critical issues and high-priority incidents related to Roblox Trust & Safety Global Scaled Operations, customers, internal critical issues, and high priority BPO agent issues.
- Synthesize technical issues reported by customers, identify trends, and partner with engineering teams on issue identification and resolution.
- Build and maintain a product reliability framework of ongoing issues, troubleshooting steps, and connect with internal and external teams status.
- Collaborate with other multi-functional teams to implement process improvements, resolve problems, triage trends, build knowledge and facilitate the steps required to eliminate future incidents.
- Build and maintain processes for resolving technical platform issues to enable users to self help.
- 3+ years experience using data analysis and leveraging SQL or Python to problem solve and dashboard
- Ability to multitask, prioritize tasks, handle pressure well in a fast-paced environment and work independently as well as collaboratively.
- Strong written and verbal communication needed to present complex data to technical and non-technical stakeholders and executive critical issues
- Must be willing to participate in on-call support for incident management issues
- Bachelors degree in Computer Science, Information Technology, or a related field or equivalent work experience in operations incident management
- Innovative: You proactively identify emerging risks and execute on out of the box ideas to achieve goals.
- Analytical: Excited to investigate large, ambiguous problems, and measure the problems and the solutions.
- Proactive Problem Solver : You anticipate potential problems and take proactive and significant action to solve them.
- Team-oriented: You lift up your peers and find ways to make the team stronger.
Employment Type: Full Time, Permanent
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based on 5 employees
Flexible timing
Monday to Friday
Within city
Night Shift
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