IT Product Support

Marsh; Pune District, Gurugram District; Hybrid; INR 1.500.000 - 2.100.000; Vollzeit

Zusammenfassung

Marsh is seeking an IT Product Support professional to handle multi-tier applications. You will analyze incidents, coordinate with IT teams, monitor health and logs, and drive timely resolutions. The role requires strong debugging, stakeholder communication, and product development collaboration.

The candidate should have hands-on experience with C#, ASP.NET, Angular or Node, Kubernetes/Docker, MS SQL Server, and exposure to AI fundamentals. ITIL certification is desirable.

Qualifikationen

• Hands-on support and development in C#, ASP.NET, AJAX, JQuery.

Aufgaben

• Understand the application and its processes with stakeholders.
• Analyze support tickets and coordinate with teams for clarity.
• Provide technical solutions and monitor health, logs, and alerts.
• Manage application support, maintenance and enhancements.
• Perform RCA for high priority tickets and share reports with stakeholders.
• Coordinate testing with stakeholders and deployments on environment.
• Maintain professional relationships with online business teams and provide support as needed.
• Communicate updates on progress of trouble tickets and deployments.

Kenntnisse

C#

ASP.NET

AJAX

JQuery

Angular

Node.js

Kubernetes

Docker

DataDog

Splunk

MongoDB

MS SQL Server

ITIL

Ausbildung

BE/B.Tech

MCA

Tools

None

Jobbeschreibung

Job Title : IT Product Support

Location : Gurgaon/Pune

JOB RESPONSIBILITIES

• Understand the application and its various process along with stakeholders information.
• Understand support ticket (Incidents and Service Requests) requirements and coordinate with reporters for better requirement clarity.
• Analyze the support tickets, coordinate with other IT Teams, and provide technical solutions.
• Health, Logs & Alerts monitoring of Applications/Servers, analyze for any issues, raise support tickets and raise support tickets and escalat...
• Manage application support, maintenance and enhancement activities.
• Task estimation, prioritization, risk identification and tracking to closure within defined SLAs
• Do root cause analysis for all the high priority tickets and share incident reports with stakeholders.
• Participate in product development process, including designing, building, and testing.
• Coordinate with stakeholders for testing of Incidents.
• Communicate latest updates to stakeholders on high priority tickets and various deployments on application/environment.
• Develop and maintain professional relationships with all online business teams and provide support wherever required.
• Communicate with stakeholders regularly on the progress and status of outstanding trouble tickets
• Participates in improvising the processes and assigned applications/projects
• Conduct weekly in-process data based analysis on all metrics & implement corrective actions for deviations found
• Conduct and lead RCAs for deviations (effort/schedule variance, post production defects, non-compliances reported in audits & SLA misses) and identify preventive and corrective actions
• Manage team development by ensuring that project tasks are in line with plan
• Stay up to date with industry standard best practices/techniques related to Application development
• Availability for meetings, on-call support, off-hours support work (including weekends) as required
• Be able to work a flexible schedule to accommodate off-hours conference calls

KNOWLEDGE, SKILLS AND ABILITIES

• Must to have hands-on Support and development experience in C#, ASP.NET, AJAX, JQuery .
• Experience with one or more of these - Angular, Node, Kubernates/Docker, DataDog/Splunk, Mongo & Mobile technologies (Desirable)
• Must to have hands-on experience in MS SQL Server
• Good to have: Exposure to AI fundamentals, working with prompts
• ITIL Certified. (Desirable)
• Minimum 6-11 years of Experience
• Experience in supporting multi-tier Internet/Intranet applications using any design patterns
• Excellent debugging and troubleshooting skills
• Demonstrated analytical and design capabilities
• Self-starter with excellent organizational and time management skills
• Fast learner, quality conscious and committed to deadlines
• Experience working in offshore-onsite delivery teams
• Excellent and effective communication skills

EDUCATION

• B.E /B.Tech /MCA.