TICKET ANALYST SUPPORT OPERATIONS
· A4I (IIIT-B × Microsoft) Organization: A4I (IIIT-B × Microsoft)

Location:
IIIT Bangalore Type: Contract (through March 2027)

Experience:
3 to 5 years About A4I AI Innovation and Inclusion Initiative (A4I) is a partnership between Microsoft and IIIT-B, collaborating with non-profit partners to harness AI for solving real-world challenges in education, healthcare, accessibility, and agriculture. A4I evolves innovations into open-source Digital Public Goods (DPGs) that are deployable at scale, fostering a strong AI innovation ecosystem for social impact. The Opportunity A4I applications are used every day by teachers, frontline health workers and field staff across India. When something breaks for them, they cannot wait. This year's expanded programme has grown both our user base and the volume of tickets from the field, and the need for a dedicated person to be the first line between the people using our products and the team building them comes directly from that. As Ticket Analyst, you will own the ticket queue across our partner applications. You will understand what the user is actually experiencing, talk to them, reproduce the problem, do the first round of investigation, and hand the team a clean, evidence-backed issue. When the fix ships, you close the loop with the user and confirm it works for them. What You Will Be Doing Triaging Tickets
• Monitor incoming tickets across partner applications and from domain partners; classify each by application, type and user impact, assign a severity using agreed definitions, and work to response and resolution targets, flagging at-risk tickets early.
• Spot duplicates and patterns, and flag recurring issues or sudden spikes to the team before they become outages. Reproducing and Investigating Issues
• Work with users and domain partners to gather detail (device, app version, steps taken, screenshots, time of the issue) and reproduce the problem in staging or production-like environments.
• Do first-level log and data investigation using guided tools such as Log Analytics queries,



dashboards and database viewers, following runbooks, to confirm whether an issue is user-specific, data-specific or systemic.
• Raise well-structured GitHub issues from validated tickets: steps to reproduce, expected versus actual behaviour, evidence, app version, severity and suggested owner, linked to the original ticket and kept updated with findings. Communicating and Escalating
• Acknowledge every ticket promptly and keep users and domain partners updated in plain language, and in regional languages where needed. Share fix timelines once Product and Engineering have confirmed them.
• Escalate to the Product and Engineering team, with evidence, when an issue is critical or cannot be resolved with runbook steps. Critical means an outage, data loss or incorrect data shown to users, many users affected, a partner-visible or deadline-critical impact, or a security or privacy concern.
• Refer priority conflicts and blockers to the Product Leads for a decision. Verifying Fixes and Closing the Loop
• Verify shipped fixes against the original steps to reproduce, in staging and then in production.
• Confirm resolution with the end user, capture a brief satisfaction rating or feedback, and close the ticket at that point. Reopen and re-escalate with fresh evidence if the fix does not hold. Improving How Support Runs
• Create and maintain runbooks, triage playbooks and a knowledge base of known issues, workarounds and FAQs.
• Report weekly on ticket volume, top issues by application, resolution times, reopen rates, user satisfaction and ticket quality; contribute to post-incident reviews for significant issues.
• Must-Have Skills
• Customer-facing communication:



Proven ability to handle frustrated or non-technical users with patience and clarity. Strong written English; working fluency in at least one of Hindi, Kannada, Tamil, Telugu or Bengali.
• Ticket triage and ownership: Hands-on experience running a support queue in a tool such as GitHub Issues, Jira, Freshdesk or Zendesk: prioritising, tracking and following through.
• Structured bug reproduction: Ability to turn a vague complaint into exact steps, expected versus actual behaviour, and supporting evidence.
• Investigative curiosity: Comfort reading logs, dashboards and simple database records to answer "what happened to this user?" Willingness to learn basic queries; a software development background is not required.
• Clear written documentation: Ability to write precise GitHub issues, runbooks and knowledge-base articles that others can act on.
• Follow-through: Reliability in closing the loop: confirming fixes with users and documenting outcomes proactively. Qualifications
• Bachelor's degree in any discipline, or equivalent demonstrated experience.
• 3 to 5 years in technical support, customer success, support operations, or a similar user-facing role for a software product.
• Comfort using spreadsheets and basic data lookups; clear, structured written documentation.
• Ability to work with distributed field users and partner teams across time zones and connectivity constraints. Preferred Qualifications
• Experience supporting mobile or WhatsApp-based applications used by low-literacy or low-connectivity user groups.
• Familiarity with basic SQL, MongoDB queries, Azure Log Analytics (KQL) or similar query tools.
• Prior work with NGOs, public-sector programmes, education or healthcare field operations.
• Experience writing knowledge-base articles, user guides or support runbooks.
• Familiarity with AI-powered products and the types of failure they produce, such as wrong or missing responses, transcription errors or language issues.

📌 TICKET ANALYST (Bengaluru)
🏢 AI Innovation and Inclusion Initiative (A4I)
📍 Bengaluru