IT Product Support Specialist

Job description

Company: Mercer Description: We will count on you to: - Triaging/resolving L2 application support issues by working through tickets submitted via Service Now and Major Incident Management process. - Understand the application and its various process along with stakeholders’ information. - Understand support ticket (Incidents and Service Requests) requirements and coordinate with reporters for better requirement clarity. - Analyze the support tickets, coordinate with other IT Teams, and provide technical solutions. - Health, Logs & Alerts monitoring of Applications/Servers, analyze for any issues, raise support tickets and escalate as required. - Do root cause analysis for all the high priority tickets and share incident reports with stakeholders. - Coordinate with stakeholders for testing of Incidents. - Communicate latest updates to stakeholders on high priority tickets and various deployments on application/environment. - Develop and maintain professional relationships with all online business teams and provide support wherever required. - Communicate with stakeholders regularly on the progress and status of outstanding trouble tickets - Coordinate with stakeholders offshore and...