Technical Support / Product Operations role

2 Technical Support / Product Operations role

We are looking for 2 Technical Support / Product Operations role. Please find the job description below and share relevant profiles.

Technical Support / Product Operations

Job Description:

We are seeking a highly skilled and motivated Technical Support / Product Operations Specialist to join our dynamic team. In this role, you will be the first point of contact for production issues, ensuring the smooth operation of our systems and the highest level of service to our users. You will be responsible for monitoring, analyzing, and resolving user queries, managing major incidents, and improving system performance through proactive measures.

Key Responsibilities:

● User Support & Incident Management:

○ Analyze and resolve user queries, ensuring prompt and effective communication during major issues (P1/P2).

○ Act as the first point of contact for any production issue, providing 24/7 monitoring of all critical alerts and taking preventive actions to mitigate risks. ○ Handle incidents, problem records, and service requests as part of the Incident Management & Problem Management Lifecycle, following IT Infrastructure Library (ITIL) best practices.

○ Provide proactive support to internal teams and clients through various communication channels, including emails, tickets, calls, and chats.

● System Monitoring & Maintenance:

○ Monitor servers using Observability platform, ensuring optimal performance and quick resolution of issues.

○ Evolve and implement strategies to reduce incidents, continuously improving Service Level Agreements (SLA) and Turnaround Time.

● Process Improvement:

○ Develop and maintain a robust monitoring system to detect and prevent potential issues.

○ Collaborate with cross-functional teams to implement best practices and improve overall operational efficiency.

Qualifications:

● Bachelor’s degree in Computer Science, Information Technology, or a related field.

● Proven experience in technical support, product operations, or a similar role.

● Knowledge of ITIL processes, particularly in Incident Management and Problem Management.

● Excellent problem-solving skills with a proactive approach to identifying and addressing issues.

● Strong communication skills, with the ability to effectively interact with both technical and non-technical stakeholders.

Experience:

● 1–5 years of relevant experience in B2B or B2C environments.

Working Hours:

● The working hours will be flexible based on business and operational requirements.

● Candidates will be required to complete 9 working hours within the window of 8:00 AM to 12:00 AM, depending on the assigned shift and support requirements.

Location:

● Mumbai or Bangalore