YouTrip

Customer Support

• Lead Incident Management for high-impact issues — drive bridge calls, impact validation, recovery coordination, and stakeholder communication.
• Own Problem Management — perform in-depth investigations, establish root causes, define preventive actions, and ensure closure of recurring issues.
• Provide deep technical triage for complex SRs — logs, SQL/data analysis, observability dashboards, and integration flows.
• Collaborate with Product & Engineering to refine bug reports, prioritize recurring problems, and track fixes through delivery.
• Act as technical advisor for escalations — raising the quality of analysis, reducing noise, and ensuring correct routing.
• Improve operational readiness by enhancing runbooks, SOPs, monitoring gaps, alert quality, and on-call structure.
• Lead post-incident reviews — document timelines, drive follow-ups, and ensure learnings translate into improvements.
• Mentor and upskill Application Support — building technical depth, investigation skills, and customer focus.
• Bring a continuous improvement mindset — identify friction, propose enhancements, and accelerate stability gains with data-driven thinking.

Senior Application Support Specialist – L3