Join a team recognized for leadership, innovation and diversitySupport Team Members are responsible for providing\nround-the-clock support for multiple offerings (10+), by providing the first\nresponse along with user management issues, coordinating with different teams,\nand ensuring timely resolution of documented support issues. They will work in\nshifts(24X7) to ensure continuous support and resolution of issues within the\nagreed SLAs.

Key Responsibilities:
Issue Resolution:
Triage, provide first\n response and engage L2 team
Handle user management\n and other documented support issues promptly.
Escalate complex issues\n to the Lead or higher support levels as required.
Document resolutions\n and update the knowledge base.
Monitoring &\n Reporting:
Monitor systems and\n services to proactively identify issues.
Provide regular updates\n and status reports to the Lead.
Timely outage\n communication based on the defined process.
Coordination:
Work closely with the\n team and other departments to ensure effective resolution of issues.
Participate in handover\n meetings during shift changes.
Identify areas for\n improvement in processes and workflows.Required Skills & Experience:
Bachelor’s degree in\n Computer Science, IT or related fields
Minimum of 2 years in\n solving customer problems
Proven experience in\n managing a 24x7 support team.
Hands on Zendesk/Jira\n with familiarity in creation or dashboard
Strong knowledge of user\n management and IT support issues.
Excellent leadership,\n communication, and problem-solving skills.
Ability to handle\n high-pressure situations and make quick decisions.
Knowledge of cloud\n platforms and configuration management.
Excellent written and\n verbal communication.

Good to Have Skills:
Knowledge on the Cloud Services and database concepts.
Handson with Containers and Kubernetes provisioning/debugging.
Basic Networking Concepts for troubleshooting.
ITIL CertifiedAdditional InformationJOB ID: HRD254939Category: Customer ExperienceLocation: HW Camp II,Bldgs 9A&9B,Plot C2,RMZ Ecoworld,Varturhobli,Sarjapur Marathahalli Outer Ring Road,Bangalore,KARNATAKA,560103,IndiaNonexemptCustomer Experience (GLOBAL)