Operations

• Provide support to enterprise clients related to the technical and functional aspects of the products.
• Partner with Product Implementation and Development teams as necessary to deploy, configure, and troubleshoot issues.
• Assist Product and Development team with performance and functional analysis and testing during release cycles of service packs, hot fixes etc.
• Implement and maintain automation scripts for routine tasks, ensuring efficiency and scalability.
• Perform regular upgrades, migration, code fixes and hot fix deployment as per requirement.
• Host online troubleshooting and investigation sessions on customer’s production environments.
• Collect all necessary problem details from customers to be able to effectively see the problem to resolution by driving effective RCA.
• Consistently deliver a responsive and satisfying customer experience in every interaction, adeptly managing escalations when required.
• Successfully reproduce customer issues in a controlled test environment.
• Develop custom utilities and workarounds as needed to resolve critical issues reported by the customer.
• Provide mentorship and task guidance to other team members.

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