Job Title : IT Product Support

Location : Gurgaon/Pune

JOB RESPONSIBILITIES

- Understand the application and its various process along with stakeholders information.

- Understand support ticket (Incidents and Service Requests) requirements and coordinate with reporters for better requirement clarity.

- Analyze the support tickets, coordinate with other IT Teams, and provide technical solutions.

- Health, Logs & Alerts monitoring of Applications/Servers, analyze for any issues, raise support tickets and escalate as required.

- Manage application support, maintenance and enhancement activities.

- Task estimation, prioritization, risk identification and tracking to closure within defined SLAs

- Do root cause analysis for all the high priority tickets and share incident reports with stakeholders.

- Participate in product development process, including designing, building, and testing.

- Coordinate with stakeholders for testing of Incidents.

- Communicate latest updates to stakeholders on high priority tickets and various deployments on application/environment.

- Develop and maintain professional relationships with all online business teams and provide support wherever required.

- Communicate with stakeholders regularly on the progress and status of outstanding trouble tickets

- Participates in improvising the processes and assigned applications/projects

- Conduct weekly in-process data based analysis on all metrics & implement corrective actions for deviations found





- Conduct and lead RCAs for deviations (effort/schedule variance, post production defects, non-compliances reported in audits & SLA misses) and identify preventive and corrective actions

- Manage team development by ensuring that project tasks are in line with plan

- Stay up to date with industry standard best practices/techniques related to Application development

- Availability for meetings, on-call support, off-hours support work (including weekends) as required

- Be able to work a flexible schedule to accommodate off-hours conference calls

KNOWLEDGE, SKILLS AND ABILITIES

- Must to have hands-on Support and development experience in C#, ASP.NET, AJAX, JQuery .

- Experience with one or more of these - Angular, Node, Kubernates/Docker, DataDog/Splunk, Mongo & Mobile technologies (Desirable)

- Must to have hands-on experience in MS SQL Server

- Valuable to have: Exposure to AI fundamentals, working with prompts

- ITIL Certified. (Desirable)

- Minimum 6-11 years of Experience

- Experience in supporting multi-tier Internet/Intranet applications using any design patterns

- Excellent debugging and troubleshooting skills

- Demonstrated analytical and design capabilities

- Self-starter with excellent organizational and time management skills

- Fast learner, quality conscious and committed to deadlines

- Experience working in offshore-onsite delivery teams

- Excellent and effective communication skills

EDUCATION

- B.E /B.Tech /MCA.

📌 IT Product Support (Gurugram)
🏢 Marsh Mclennan
📍 Gurugram