Job Description
Responsibilities:
• The candidate is required to manage the complete life cycle of an incident in a controlled and effective manner, manage incident escalations and communicate incident progress, chair incident recovery meetings, create recovery plans, take accountability for relationships with internal and third-party teams, ensure that the incident management process is integrated and works closely with defect management process and drive down incident resolution and time.
• Ability to triage the customer issues and provide the initial investigation and the details.
• Provide engineering support for production and maintenance activities to ensure maximum production.
• Asks probing questions to understand customer operations & needs.
• Contacts customers and other stakeholders to understand their perspective, background, and experiences
• Provide solutions to product and API-related questions raised through partner engagements
• Maintains clear communication of mutual expectations with customers.
• Provides solutions that meet the needs of customers and acts as a trusted advisor
• Evaluate current production activities and make recommendations for improvements.
• Provides training and guidance to team members to accomplish production goals.
• Develop best practices to improve production capacity, quality, and reliability.
• Investigate problems, analyze root causes, and derive resolutions.
• Manage and increase the efficiency of Support Services, through improvement to each function as well as coordination and communication between various business functions & technical teams.
• Excellence in issue/downtime analysis, Root cause analyses, Testing support, issue tracking, SLA adherence & escalation.
• Coordinate with internal and external teams.
• Recording issues (tickets) reported by the client, asking for all supporting information
• Analysis of the problem recreates the incident in a test environment, study logs
• Providing a high level of service to our customers and adhering to our strict SLAs for response and restoration times
• Creation and distribution of knowledge and information with other team members and the company
• Provide functional support for client queries and report requests from users.
• Identify pain points and provide recommendations to development teams to streamline the business process as much as possible.
• Should be a SPOC for the shift and take complete responsibility for the shift and shift handover.
• The candidate is required to manage the complete life cycle of an incident in a controlled and effective manner, manage incident escalations and communicate incident progress, chair incident recovery meetings, create recovery plans, take accountability for relationships with internal and third-party teams, ensure that the incident management process is integrated and works closely with defect management process and drive down incident resolution and time.
• Ability to triage the customer issues and provide the initial investigation and the details.
• Provide engineering support for production and maintenance activities to ensure maximum production.
• Asks probing questions to understand customer operations & needs.
• Contacts customers and other stakeholders to understand their perspective, background, and experiences
• Provide solutions to product and API-related questions raised through partner engagements
• Maintains clear communication of mutual expectations with customers.
• Provides solutions that meet the needs of customers and acts as a trusted advisor
• Evaluate current production activities and make recommendations for improvements.
• Provides training and guidance to team members to accomplish production goals.
• Develop best practices to improve production capacity, quality, and reliability.
• Investigate problems, analyze root causes, and derive resolutions.
• Manage and increase the efficiency of Support Services, through improvement to each function as well as coordination and communication between various business functions & technical teams.
• Excellence in issue/downtime analysis, Root cause analyses, Testing support, issue tracking, SLA adherence & escalation.
• Coordinate with internal and external teams.
• Recording issues (tickets) reported by the client, asking for all supporting information
• Analysis of the problem recreates the incident in a test environment, study logs
• Providing a high level of service to our customers and adhering to our strict SLAs for response and restoration times
• Creation and distribution of knowledge and information with other team members and the company
• Provide functional support for client queries and report requests from users.
• Identify pain points and provide recommendations to development teams to streamline the business process as much as possible.
• Should be a SPOC for the shift and take complete responsibility for the shift and shift handover.
Job Particulars
Education BE/B.Tech
Who can apply Freshers
Hiring Process Telephonic Interview
Employment TypeApprenticeship
Job Id1292803
Job Category Tech Support
Locality Address Indiranagar
State Karnataka
Country India
About Company
About Moxtra
Moxtra provides a client engagement platform designed for the mobile era. Our solutions deliver high-touch and personalized digital experiences to enhance omni-channel client engagement and accelerate transactions. We are a fast-growing start-up company with good customer base in APAC, US & EUROPE region in Banking (Relationship / Wealth Management) & Financial Services domain. Moxtra HQ is located at Cupertino, CA with development/support offices in China, Bangalore & Singapore.
Moxtra provides a client engagement platform designed for the mobile era. Our solutions deliver high-touch and personalized digital experiences to enhance omni-channel client engagement and accelerate transactions. We are a fast-growing start-up company with good customer base in APAC, US & EUROPE region in Banking (Relationship / Wealth Management) & Financial Services domain. Moxtra HQ is located at Cupertino, CA with development/support offices in China, Bangalore & Singapore.
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