Objective:
To provide high-quality technical support for GAM applications, ensuring seamless functionality, issue resolution, and continuous improvement of system performance. The offshore support team is responsible for maintaining application availability, addressing user issues, and collaborating with onshore teams to uphold service level agreements (SLAs).
What you will do?
Application Support and Maintenance:
- Monitor, troubleshoot, and resolve application-related incidents and issues in a timely manner.
- Perform root cause analysis for recurring issues and implement preventive measures.
- Ensure applications are running optimally and meet performance benchmarks.
Incident and Problem Management:
- Act as the first/second-level support for application-related incidents reported by users.
- Escalate complex issues to onshore teams or third-party vendors when necessary.
- Document incidents, resolutions, and lessons learned in the knowledge base.
Collaboration and Communication:
- Work closely with onshore teams, business stakeholders, and other support teams to ensure seamless coordination.
- Provide regular updates on incident status, progress, and resolutions to stakeholders.
- Participate in handover meetings and ensure smooth transition of tasks between onshore and offshore teams.
Change and Release Management:
- Assist in testing, deployment, and validation of application changes or upgrades.
- Ensure that changes are implemented with minimal disruption to users.
- Follow established change management processes to maintain system stability.
Proactive Monitoring and Optimization:
- Proactively monitor application performance and identify potential issues before they impact users.
- Suggest and implement improvements to enhance system reliability and efficiency.
- Conduct periodic health checks and performance tuning.
Documentation and Reporting:
- Maintain up-to-date documentation of support procedures, configurations, and application workflows.
- Generate and share regular reports on application performance, incident trends, and SLA adherence.
Compliance and Standards:
- Ensure adherence to organizational policies, security standards, and compliance requirements.
- Follow ITIL best practices for incident, problem, and change management.
Must have?
- Strong technical knowledge of the supported applications and related technologies.
- Proficiency in troubleshooting, analytical thinking, and problem-solving.
- Familiarity with ITIL processes and incident management tools.
- Excellent communication and collaboration skills to work effectively with global teams.
- Ability to work in a fast-paced environment and manage multiple priorities.
Job Skills
Active Learning, Adaptability, Customer Service, Decision Making, Detail-Oriented, Group Problem Solving, IT Standards, Job Scheduling Software, Lifelong Learning, Long Term Planning, Operational Delivery, Operations Support, Production Support, Software Applications
