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 a

📌 Product Support Analyst (Bengaluru)
🏢 InvestCloud
📍 Bengaluru