Job Description

The primary role of the Tech Support Engineer is to provide application and operational support for the OneOps platform, ensuring a seamless user experience across delivery teams. This role involves managing and resolving user support requests in a timely manner, maintaining platform reliability, and supporting day-to-day operations. The engineer will handle content updates across the platform, support data refresh activities, and collaborate with product and engineering teams to address issues and implement fixes. The role also includes monitoring system performance, adhering to governance standards, and contributing to continuous improvement of support processes to ensure a stable and scalable platform experience.

Principal Responsibilities

• User Support Execution

• Manage and resolve user support requests by providing timely, accurate, and effective solutions to issues raised across the platform.

• Issue Troubleshooting

• Diagnose, troubleshoot, and resolve application, data, and platform-related issues to ensure minimal disruption to users.

• Platform Content Management

• Perform updates to platform content, configurations, and data elements to ensure accuracy and alignment with business requirements.

• Roles & responsibilities

• Data Support & Validation

• Support data refresh activities, validate data accuracy, and identify discrepancies to maintain data integrity across modules.

• System Monitoring

• Monitor platform performance, availability, and key indicators to proactively identify and address potential issues.

• Engineering Coordination

• Collaborate with development and engineering teams to escalate, track, and resolve complex technical issues.

• Incident Tracking & Documentation

• Maintain accurate records of incidents, service requests, and resolutions using defined tracking tools and processes.

• SLA & Governance Compliance

• Ensure all support activities adhere to defined SLAs, governance standards, and operational procedures.

• Process Improvement Contribution

• Identify recurring issues and contribute to improvements in support processes, knowledge articles, and operational workflows.

• Operations Support Execution

• Support day-to-day platform operations, including monitoring workflows, assisting with operational activities, and ensuring smooth system functioning aligned with business processes.

Educational qualifications:

Bachelor’s degree in computer science, IT, or related field.

Work experience

• 5 – 8 Years relevant work experience

• Strong application support and incident management skills within enterprise platforms

• Ability to manage and resolve support tickets, including performing root cause analysis and driving issue resolution

• Strong capability in coordinating with technical teams to troubleshoot and resolve complex issues

• Ability to perform content updates and manage platform configurations to support business needs

• Strong skills in data validation, data refresh management, and ensuring data accuracy and consistency

• Proficiency in using ticketing tools such as ServiceNow, JIRA, or similar systems

• Basic technical understanding of web applications, APIs, and system integrations

• Strong troubleshooting and problem-resolution skills for timely and effective issue handling

• Ability to operate effectively in Agile environments, supporting standardized processes and ways of working

Skills

• The ideal candidate will demonstrate strong problem-solving and analytical skills, with the ability to troubleshoot issues and provide timely resolutions in a fast-paced environment.

• They should possess attention to detail and a commitment to maintaining platform stability and data accuracy.

• Effective communication and collaboration skills are essential, along with the ability to work independently, manage multiple priorities, and support cross-functional teams.

• Experience working within enterprise environments and supporting distributed user groups is highly valued.