Senior Product Support Specialist
Senior Product Support Specialist
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Job Description
TITLE: Senior Product Support Specialist
REPORTING TO: IT Operations Manager
WORKING LOCATION: Bangalore India
JOB RESPONSIBILITIES:
- Provide L1 and L2 application support troubleshooting and resolution for business and operational systems.
- Perform periodic L1/L2 activities and ensure compliance with operational processes.
- Work with stakeholders to gather issue details prioritize tickets and ensure timely updates/resolution.
- Analyze recurring ticket/alert patterns and assist in preparing operational reports for management review.
- Support incident and problem management processes in collaboration with cross-functional teams.
- Assist in implementing automation and infrastructure-as-code practices using Terraform or Ansible (as guided by senior team members).
- Support both Windows and Linux environments including patching upgrades and performance troubleshooting.
- Understand AWS basics and assist in managing services such as EC2 ALB and NLB under guidance from senior engineers.
- Maintain accurate documentation of support processes (SOPs and KBs).
- Be flexible to work in shifts and provide on-call support for P1 or P2 incidents during off-hours weekends and holidays as required.
REQUIRED EXPERIENCE AND SKILLS:
Experience:
- 56 years of experience in Application Support and Service Desk operations.
- 3 years of experience as Major Incident Manager
- Hands-on experience with IaC tools such as Terraform. (1 year)
- Experience in using infra monitoring tools.
- Windows Administration and Linux Administration skills. (2 Years)
- Proficiency in Microsoft Excel with ability to prepare reports pivot tables and data analysis related to tickets/alerts.
Technology skills:
- ITSM: Service Now & BMC Remedy Helix
- MS Office: MS Excel MS Word
- Cloud Infrastructure & Administration: AWS Azure and other cloud platforms.
- Infrastructure as Code: Terraform
- Operating Systems: Linux (Ubuntu Rocky) Windows Servers.
Personal Skills:
- Strong logical thinking and system design abilities.
- Excellent communication skills to effectively convey ideas.
- Strategic thinker with the ability to plan and execute long-term roadmaps.
- Strong interpersonal skills to collaborate effectively within teams.
- Self-motivated with the ability to work efficiently under pressure.
- Passion for process improvement and documentation.
- Quick learner adaptable to new technologies and systems..
- Proactive approach to problem-solving and continuous improvement.
PREFERED CANDIDATES:
- Able to handle urgent production issues and troubleshooting effectively.
- Take ownership of tasks and responsibilities with a proactive mindset.
- Accountable for deadlines and time management.
- Eager to take on challenges and grow within the organization.
- Willing to invest time on continuous learning and certifications.
Additional Information :
Personal Skills:
- Excellent analytical and problem solving skills
- Excellent verbal and written communication skills
- Ability to articulate and present different points-of-views on various topics related to project and otherwise.
- Eager to learn and continuously develop personal and technical capabilities.
Required Qualifications:
- MCA or Bachelors in Engineering Computer Science or equivalent.
PERFORMANCE APPRAISAL CRITERIA: Eurofins has a strong focus on Performance Management system. This includes quarterly calibrations half-yearly reviews and annual reviews. The KPIs shall be set and may vary slightly between projects. These will be clearly communicated documented during the first 30 days of your joining.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
