Responsibilities

Ticketing, Queue, and SLA Management
- Manage incoming cases; monitor ticket system queue, resolve within SLAs.
- Review pending/aged tickets to prevent SLA breaches; escalate as needed.
- Maintain ticket hygiene: accurate categorization, detailed notes, clear next actions.

User Support and Troubleshooting
- Provide support via email, phone, and remote sessions for application, access, and connectivity issues.
- Implement workarounds and permanent fixes; coordinate callbacks/voicemail return.
- Guide users through client VPN setup and connectivity validation; update entitlements/policies as required.

Access, Identity, and Workplace Setup
- Administer users across production and UAT/cert (create/disable/update, roles, groups).
- Perform password resets and SSO troubleshooting across applications/regions.
- Configure hosted/terminal-style sessions (key mappings, logon flow, connectivity, profile tuning).

Client Communications and Reporting
- Draft/send client communications during service events; participate in service bridges.




- Produce operational reports (logins, registrations, access/usage, user inventory).
- Maintain client/sponsor contacts; schedule meetings to progress open items.

Documentation, Knowledge, and Governance
- Update/maintain KB pages and SOPs for repeatable tasks.
- Run audit reports for compliance and client requests; coordinate with application SMEs.
- Track team KPIs (SLA, volumes, satisfaction, escalations) and improve dashboards/reporting.

Monitoring and Operational Readiness
- Validate daily application readiness by 7:00 AM ET; coordinate remediation before market open.
- Tune monitoring alerts (adds/removals/adjustments) to reduce noise and improve signal.

Collaboration and Continuous Improvement
- Partner with Client Services on escalations; assist peers via team chat and ad hoc coaching.
- Contribute to service bridge execution; complete incident forms and document actions/next steps.
- Support knowledge assessme

📌 Product Support Analyst (Bengaluru)
🏢 InvestCloud Careers
📍 Bengaluru