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, explicit 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