Quincus Looking for Technical Support Specialist at Bangalore Urban, Karnataka, India Full Time

“Make every logistics journey your best one yet” – Quincus

The Company.

Founded in 2014, Quincus is a B2B supply chain operating SaaS platform headquartered in Singapore. We solve today’s global supply chain challenges with groundbreaking technology. Using AI and machine learning, we have digitized and optimized the logistics process while giving customers full transparency into their supply chain.

Quincus was founded by two visionary entrepreneurs who possess more than a decade of experience in tech. Chief Product Officer Katherina-Olivia Lacey is leading a tech revolution in this space while empowering women in the supply chain industry. Jonathan E. Savoir, Chief Executive Officer, appeared on Forbes’ 30 Under 30 Asia List in 2020, and also serves on the boards of several startups.

The Opportunity.

We are looking for a dynamic Application Support/Technical Support Specialist to join our excellent team. In this role, You will play a key role helping implement and manage Support processes. This includes ensuring fast response and recovery for application/batch-related incidents. Oversights application of break fixes, initial investigation/diagnosis, and documentation of issue isolation. Perform root-cause analysis review and implement permanent fixes to ensure issues do not re-occur. Proactive monitoring of key system processes such as the number of users, transaction volume, and concurrent connections/threads. Handles the business and operational efficiency of the team.

Responsibilities:

• Define and implement application support processes
• Build RCA (root cause analysis) reports and align with the development teams.
• Collaborate closely with Products, Delivery, Development & Platform teams on remediating client-facing incidents
• Overseeing the incident management process and team members involved in resolving the incident.
• Take part in a 24/7 on-call rotation responsible for coordinating Quincus response to mission-critical incidents, ensuring efficient resolution with minimal customer impact.
• Closely monitor and report on Production environment KPIs
• Review and manage implementation of software patches.
• Help build and manage the Support Knowledge base (How-Tos and FAQs)
• Manage the resolution of Incidents including timely acknowledgement, prioritization, communication, escalation, analysis and review – within SLA s.
• Respond to critical incidents (Priority 1 / Priority 2) as per defined protocols and SLA s
• Join critical incident bridges and triage issues to deliver or drive resolution.
• Monitor various ticket queues globally to ensure tickets have not breached and ensure tickets are responded to in a timely fashion, including any escalated issues.
• Communicating with upper management if major issues are found in the IT systems

Requirements:

• Bachelor’s degree in information technology, engineering, or a related field.
• 5+ years of IT & Application Support experience, knowledgeable in software quality assurance (SIT, UAT, QA)
• At least 2-4 years’ experience in a 24×7 set-up
• Analytical and good verbal and written communication skills
• Proactive and can execute work even under pressure
• Logistics Support background is a plus
• Documentation and Process oriented
• Strong knowledge of IT service management software including ITIL
• Strong experience in ticketing tools
• Experience working with IT systems and software such as Jira
• Sound knowledge, such as SQL, Java.
• Ability to analyze a high volume of technical data and work in a fast-paced environment.
• Strong problem solving, analytical, and time management skills.

What’s in it for you.

• People: Work with passionate, smart, driven and entrepreneurial go-getters
• World-Class Technology: A highly valued solution, used by some of the most critical businesses in the logistic industry
• Growth: Opportunities to develop yourself and your career are limited only by how far you are ready to push yourself