Technical Support Consultant Jobs

Title: L2/Technical Support Consultant

Location: Montreal, QC (Need Local or who can relocate from Day 1)

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Candidates having 6 to 8 years of experience in Mobile App Production support best suits this job.

This role is responsible for the maintenance, support, and operations of the Native Mobile applications based on Android and iOS operating systems for a reputed overseas client. This includes ensuring functionality and usability of the Mobile applications . The Production Support Analyst is responsible for diagnosing and resolving application issues to ensure optimal performance and usability for the various Applications, troubleshooting customer's & clients issues, working on root cause analysis with recommendations for improvements. He or she will also be accountable for performing daily, weekly, monthly, quarterly, and yearly operational tasks like reporting, participating in troubleshooting sessions with Development & QA and testing bugs required for the ongoing functionality of the applications.

Skill Requirements-

• Working experience under an Agile mode driven environment/organization .
• Strong understanding of ITSM practices and ITIL terminologies.
• Good communication and interpersonal skill is furthermost .
• Good knowledge of Linux operating system, Jenkins and Kibana(ELK/Elastic search) will be an added advantage.
• Good command over ticketing and defects logging and monitoring based on priority and criticality of the issues driven by a defined SLA.
• Good knowledge of Android and iOS operating systems to be able to understand application design for production support.
• Hands on experience on tools like Jira ,BMC remedy ,Zendesk ,Confluence etc.
• Good command over log and real user experience monitoring tools like DynaTrace Managed ,Tealeaf, Glassbox etc.
• Strong API skills to support applications with an understanding of system integration, test planning, scripting, and troubleshooting.
• Good problem solving and troubleshooting skills with experience on Mobile Apps environment .

Production Support Responsibilities -

• Coordinate with multiple IT groups and external vendors and ensure effective application services to ensure reliability of all applications.
• Coordinate with various teams and raise support ticket for all issues, analyze root cause and assist in efficient resolution of all production processes.
• Monitor all alerts/outage messages and escalate all issues for all procedures and systems.
• Assist on client's queries and provide production support for all Android and iOS Apps.
• Analyze all business processes and ensure compliance to all controlled processes according to business requirement.
• Keep Monitoring stability of production system and backend services and report the issues followed by escalation matrix.
• Perform Application and API testing on production and Report the issues/BUGs.

Develop and maintain professional relationships with all business and technical teams