Technical Support / Product Operations role
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Job Description
Structured overview of role & requirementsAbout This Role
Serve as the first point of contact for production issues including 24/7 monitoring and incident management for critical alerts (P1/P2).
Analyze and resolve user queries effectively through multiple communication channels, maintaining incident and problem management lifecycle per ITIL best practices.
Monitor system performance via observability platforms and implement strategies to reduce incidents and improve SLA and turnaround times.
Minimum Requirements
1–5 years of experience in technical support, product operations, or similar roles in B2B or B2C environments.
Bachelor’s degree in Computer Science, Information Technology, or a related field.
Knowledge and application of ITIL processes, especially Incident and Problem Management.
Must be available for onsite work in Bangalore or Mumbai locations.
Ideal Candidate Profile
Experienced in incident management and proactive system monitoring within a production environment.
Comfortable handling high-priority incidents with clear and effective communication across technical and non-technical stakeholders.
Able to collaborate cross-functionally to implement process improvements and sustain operational efficiency.