About the role
Work Experience: 2-4 years
Work Location: Bangalore
Work Mode: Hybrid
Shift Timing: 1PM-10PM IST
Job Summary
This team is responsible for effective and timely resolution of business and technical queries for product users. These queries are related to multiple ADSC products and offerings which involve advanced analytics on the big data assets and AIML. The overall role of the incumbent is to understand and satisfactorily resolve the queries; to provide an informative andsupportive first point of contact, and to assist all our stakeholders in making the best use of products from the ADSC team.
Principal Accountabilities
- Provide L1 and L2 technical support as the primary contact for ADSC product users and upstream application teams.
- Investigate, assess, and resolve user issues and queries raised through ServiceNow, collaborating with product and development teams for timely resolution.
- Diagnose technical problems, troubleshoot root causes, and guide users on effective solutions.
- Develop, maintain, and update knowledge bases, FAQs, troubleshooting guides, and product documentation.
- Deliver user training, communicate product updates and known issues, and enhance user adoption and experience.
- Monitor product health through KPIs and dashboards, drive continuous improvement, and ensure smooth product operations across teams.
Requirements:
- Bachelor's degree in Computer Science, Information Technology, Information Science, Engineering, or a related field.
- Minimum 1 year of experience supporting complex production systems with a good understanding of production support processes.
- Strong technical skills in Python scripting and SQL programming; basic knowledge of HTML, CSS, and JavaScript is a plus.
- Exposure to big data technologies such as Hive, Impala, Sqoop, Oozie, HDFS, and Kafka, with Machine Learning knowledge being an added advantage.
- Experience in Root Cause Analysis (RCA), troubleshooting application/system issues, and proactively managing production incidents.
- Strong communication, collaboration, and leadership skills, with a willingness to learn new technologies, share knowledge, and work effectively with stakeholders and team members.
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