Job Description

Job Summary:
We are seeking a dedicated Software/Application/Cloud Tech Support Associate to ensure production systems are operational and meet defined Service Level Agreements (SLAs). This role involves managing incident and outage resolution, ensuring timely communication, and driving service restoration for production environments. You will also establish disaster recovery procedures and maintain data retention practices while acting as a key interface between users and systems.

As a dedicated professional, you will leverage your exceptional communication skills and in-depth product knowledge to deliver high-quality support and maintain world-class systems.

Key Responsibilities:

• Ensure production systems are available and operate within SLA-defined parameters.

• Manage incident and outage resolution, facilitating service restoration with minimal downtime.

• Establish and maintain disaster recovery procedures and data retention practices.

• Act as the primary interface between users and systems, providing guidance and quality support.

• Collaborate with internal and external teams to resolve technical issues promptly.

• Apply quality processes to all aspects of technical support tasks.

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Job Requirements

Qualifications:

• Flexibility to work on a shift basis as per business requirements.

• Ability to return to the office.

• Expertise in technical support and incident resolution processes.

• Proficiency in Hardware Troubleshooting.

• Experience in maintaining project technical infrastructure and applying quality processes.

• Bachelor's Degree in relevant field of studies such as Computer Science or equivalent.

Good to Have Skills:

• Intermediate proficiency in Network Security

• Proficiency in Data Backup and Recovery

• Proficiency in System Maintenance