Associate ConsultantSupport

Will Include Analyze incidents, recommends solutions, and contributes to service improvement Ensure that all requests, incidents and problems are dealt with according to set standards and procedures Proactively address system and service problems, ensuring timely resolution actions Facilitate development of documented problem solutions and corrective actions Draft and maintain documentation for application/ production support procedures Undertake diverse projects and tasks to ensure smooth production operations Monitor and track support metrics (response time, resolution time, first contact resolution) Escalate complex issues to appropriate teams and ensure timely updates Collaborate with Product/Engineering to communicate feature requests and defects Manage and prioritize a queue of inquiries with a focus on customer satisfaction Create and maintain knowledge base content, FAQs, and user guides Respond to customer and user inquiries via email, chat, and ticketing system Diagnose, troubleshoot, and resolve application issues (functional, UI, data, and integration problems) What we are looking for Independent, self-directing and delivery focused working style Be a good team player Superior analytical thinking and keen attention to detail Good communication skills, confident in dealing with internal and external clients Passionate about providing an excellent service experience for our clients Demonstrable ability to provide leadership and direction in incident management, to effectively prioritize and execute tasks in a high-pressure environment Builds relationships with senior internal and external stakeholders Experience in support and incident management Strong knowledge on ITIL Framework For Technical skills, Server Administration, SQL, Application monitoring tools like Grafana, RabbitMQ, Elastic, Splunk Shape the evolution We are on an exciting journey towards the next frontiers of payments technology, and we look for big thinkers, people with passion, can-do attitude and a hunger to learn and grow Here youll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real impact on the society With an empowering culture, strong technology and extensive training opportunities, we help you accelerate your career wherever you decide to go Join our global team of innovators and shape a tomorrow that is yours to own