Job Purpose:
As a _SW Engineering_ Developer/Support & Test Engineer specializing in Web Portal Support, your primary responsibility will be to ensure the smooth operation of our _SW Engineering_ projects hosted on the Amazon Web Services (AWS) cloud platform. This role requires a robust focus on providing timely and effective support to users, as well as collaborating with cross-functional teams to maintain the portal's availability and performance. Additionally, the job requires development activities and performing QA testing on JIRA stories from regular sprints.
Essential Job Functions:
- User Support:
- Provide responsive and effective support to end-users, addressing issues related to the _SW Engineering_ projects promptly.
- Ensure response and resolution times meet SLA requirements
- Collaborate with customer support teams to understand user concerns and feedback.
- AWS Infrastructure Management:
- Monitor and maintain the AWS infrastructure supporting the _SW Engineering_ projects to ensure high availability.
- Respond to alerts and incidents promptly,
troubleshooting and resolving issues to minimize user impact.
- Communication:
- Communicate with users, both internally and externally, to provide status updates on reported issues and resolutions.
- Work closely with cross-functional teams, translating technical details into user-friendly language.
- CommExNow/SNOW ticket/Incident Resolution:
- Investigate and resolve incidents related to performance, functionality, and user access.
- Collaborate with development teams to escalate and address complex technical issues.
- Sprint:
- Perform QA testing on JIRA stories from regular sprints.
- Actively participate in Sprint Retrospective sessions to identify and initiate process improvements (continuous improvement).
- Documentation:
- Maintain comprehensive documentation of support processes, issue resolutions, and user interactions.
- Create and update knowledge base articles for common user queries.
- Trainin