Incident Manager/ L4 Technical Support Specialist

Job Description:

Please find the details below

Position :Incident Manager/ L4 Technical Support Specialist

Location : Work from home

Experience requirement : 3-6 Years

Job Description

• Mobile platform testing knowledge and understanding.
• Experience with issue trackers (e.g. JIRA) and debugging (e.g. Charles) tools.
• Understanding of API (e.g. HTTP requests and responses structure).
• Understanding of application flow from three different perspectives: end-user, developer and client.
• Advanced English.
• Excellent negotiation and communication skills.
• Nice to have: project management skills.
• Nice to have: ITIL framework knowledge.
• Nice to have: experience in logging systems.
•  Background/Client

Our client is a digital product design and software engineering consultancy that is committed to helping organizations uncover opportunities and realize them at pace.

You will work on a project for an international company with an app with over 40 million active users worldwide.

The application is an iOS + Android (Multi-tenant) app with multiple backends.

The person will be monitoring the support tickets, investigating, and executing fixes.

Non-developers can solve 99% of the tickets. Simple fixes in their JSON files that need to be changed and deployed. They use Jira and lots of other support systems to get the tickets.

 What you will do:

1. Work with incidents (problems) reported by L3 support team.

2. Work with application configurations.

3. QA(reproduction, bug report, sometimes testing)

 Nice to have:

Project management skills;

• ITIL knowledge;
• Experience in logging systems.
•  The person needs to have excellent communication English since the person will be working with a lot of colleagues from different nationalities.
• Interview steps: intro - tech interview
• English: Upper-Intermediate or above
• Pl. let me know if you need any additional information for this role.