Mobile Application Support EngineerConfidential • Noida, India
Mobile Application Support Engineer
Confidential • Noida, India
26 days ago
Job descriptionPlay Store App Store Inbuilt review feature in Mobile App To identify, troubleshoot and solve incidents within SLA timelines o Log Analysis of the issues reported Platform (AWS) issues, in case required Service Mgmt. Reporting o Status Tracking & Reporting Continuous Service Improvement Bachelor's degree in electrical engineering, Software Engineering, Computer Science, Computer Engineering, or related Engineering discipline. 4+ years of experience in L2 of managed services / application (mobile & web) support 2+ years of experience in the Mobile App Support Good hands-on experience in Customer Centric support Ability to differentiate between application & platform issues and proven track record of taking them to closure Preferred o Basic understanding of IoT products & services o Mobile App Support tools like AppBot, AppFollow etc. Experience in AWS platform or certified in AWS (Solution Architect / SysOps) Lambda, API Gateways, Kinesis, ElasticSearch, ElasticCache, Dynamo DB, Athena, AWS IoT Linux NoSQL Database (Dynamo DB preferred) Trouble ticketing tools ( Jira Software & Jira Service Desk preferred) o Hands on experience on New Relic and AWS Cloudwatch tools Prior experience in operation support for IoT projects (50,000+ live devices) will be an added advantage ITIL certification L3 Support experience in addition to L2 Highly customer-focused and always eager to find a way to enhance customer experience Excellent troubleshooting & analytical skills Excellent verbal & written communication skills Willingness to work in a 24X7 shifts environment Self-driven & committed to high standards of performance and demonstrate personal ownership for getting the job done. Able to pinpoint business needs and deliver innovative solutions Can-do positive attitude, always looking to accelerate development. Innovative and entrepreneurial attitude; stays up to speed on all the latest technologies and industry trends; healthy curiosity to evaluate, understand and utilize new technologies.
Role : Mobile Application Support
Location : Noida
This role is responsible for supporting Mobile Application support for IoT projects.
Duties & Responsibilities :
- Respond to the customer on App / Play Stores or on the email received via In-App feedback feature.
- Try to either provide resolution or guide it to appropriate team ASAP.
- Mobile Application Support
o Identify, categorize, prioritize, route, track, and close the issues identified / received from
o Timely respond to customer reviews on both App & Play stores
o Make sure the customer query / issue is resolved to the highest satisfaction level
o Get on a bridge / conference call with L1 & customer in case of critical issues
o Support Marketing team in all new initiatives to enhance customer delight
o Suggest and implement new tools for automating some of these tasks to enhance productivity
o Update tickets recent status and progress on ticketing tool
o Raise a bug for issue in application functionality where a code fix might be needed
o Triaging of Mobile App issues on both Play Store & App Store, Web App issues
o Process Management & Improvement
Qualifications and Experience :
Mandatory
Skills and Abilities Required :
Skills Required
AWS CloudWatch, Elasticsearch, New Relic, Lambda, Kinesis, Linux, Dynamo Db, Aws
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Application Support Engineer • Noida, India
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