Description

You will manage technical incidents and troubleshoot complex third-party software issues to ensure SLA compliance.

This role is on-site.

Responsibilities

• Manage incident and problem resolution workflows to meet customer SLAs and departmental KPIs.
• Reproduce technical problems within support testlabs to identify root causes.
• Triage third-line faults and escalate issues to the development team.
• Maintain and develop internal knowledgebases, wikis, and installation documentation.
• Communicate technical status and risks directly to customer stakeholders.

Required Skills

• 3+ years of experience in an IT or Telephony support role.
• Hands-on experience with software installation, deployment, and configuration on Windows and UNIX production environments.
• Proficiency in troubleshooting network issues, specifically within cloud environments.
• Experience with DevOps tools, including Docker and its troubleshooting.
• Practical knowledge of database administration and SQL scripting.
• Experience working within AWS environments.
• Competency in programming or scripting with PHP, Python, or Java.
• Experience with Tableau Server troubleshooting.
• Basic knowledge of Datadog or similar monitoring platforms.

Preferred Skills

• Experience with Speech Enabled IVR Applications, Platform Implementation, or Contact Center technologies.

Key Skills

Education

Any Gradute