Assistant Manager Support

Role Overview: You will be responsible for troubleshooting and resolving issues for Digital Services. This includes providing support across different shifts in a 24x7 support environment, conducting SOP based troubleshooting on alerts and incidents, escalating difficult problems to cross-functional L2/L3 teams, analyzing ticket trends to identify areas of improvement, generating reports regularly, and anticipating future needs based on current usage. Key Responsibilities: - Maintain Production Issues Tracking spreadsheet - Generate reports as defined on a regular basis - Generate adhoc reports as requested - Review daily reports and recommend changes based on trends - Interface with the Application Development team / Database Team to address and resolve problems - Acknowledge and communicate reported issues - Escalate issues based on urgency and business impact - Handle P1/P2 outages as Incident Manager and participate in problem management - Establish governance between L2/L3 teams, account managers, area/regional managers - Answer calls and understand user requirements to provide good customer service over the phone - Troubleshoot issues across functional area boundaries such as database, storage, system, and network - Adhere strictly to defined SLAs - Understand business requirements and translate them into technical requirements - Ensure the highest levels of customer satisfaction - Evaluate advanced technologies & recommend solutions - Track KPI / SLA for Team Qualification Required: - Experience in troubleshooting and resolving digital service issues - Ability to work in a 24x7 support environment across different shifts - Strong analytical skills to analyze ticket trends and identify areas of improvement - Excellent communication skills to interface with various teams and address reported issues effectively - Knowledge of governance and problem management processes - Customer service orientation and ability to handle customer requirements - Understanding of technical requirements based on business needs - Familiarity with SLA adherence and tracking mechanisms (Note: No additional details of the company were mentioned in the job description) Role Overview: You will be responsible for troubleshooting and resolving issues for Digital Services. This includes providing support across different shifts in a 24x7 support environment, conducting SOP based troubleshooting on alerts and incidents, escalating difficult problems to cross-functional L2/L3 teams, analyzing ticket trends to identify areas of improvement, generating reports regularly, and anticipating future needs based on current usage. Key Responsibilities: - Maintain Production Issues Tracking spreadsheet - Generate reports as defined on a regular basis - Generate adhoc reports as requested - Review daily reports and recommend changes based on trends - Interface with the Application Development team / Database Team to address and resolve problems - Acknowledge and communicate reported issues - Escalate issues based on urgency and business impact - Handle P1/P2 outages as Incident Manager and participate in problem management - Establish governance between L2/L3 teams, account managers, area/regional managers - Answer calls and understand user requirements to provide good customer service over the phone - Troubleshoot issues across functional area boundaries such as database, storage, system, and network - Adhere strictly to defined SLAs - Understand business requirements and translate them into technical requirements - Ensure the highest levels of customer satisfaction - Evaluate advanced technologies & recommend solutions - Track KPI / SLA for Team Qualification Required: - Experience in troubleshooting and resolving digital service issues - Ability to work in a 24x7 support environment across different shifts - Strong analytical skills to analyze ticket trends and identify areas of improvement - Excellent communication skills to interface with various teams and address reported issues effectively - Knowledge of governance and problem management processes - Customer service orientation and ability to handle customer requirements - Understanding of technical requirements based on business needs - Familiarity with SLA adherence and tracking mechanisms (Note: No additional details of the company were mentioned in the job description)