Description
Provide Level 1 and Level 2 functional support by troubleshooting issues and maintaining accurate incident logs.
Manage user access provisioning, enforce audit trail processes, and follow security and compliance best practices.
Conduct user training sessions, create comprehensive user guides, and support onboarding initiatives.
Engage with users to collect feedback, identify system pain points, and recommend process or system improvements.
Collaborate with business teams to gather requirements and prepare Functional Specification Document (FSD).
Configure new projects or business units, manage master data, and customize workflows as per operational needs.
Coordinate User Acceptance Testing (UAT), document test scenarios, and track defect resolution.
Plan and coordinate deployments, maintain release schedules, and ensure production readiness.
Work with vendors and customer stakeholders to assess requirements, identify gaps, and propose effective solutions.
Generate reports and dashboards to support operational analysis and data-driven decision-making.
Provide extended support during peak business periods and offer 24/7 operational coverage when required.
Prepare performance tracking dashboards and support quarterly business reviews (QBRs) and KPI presentations.
Job Requirements
Degree in computer science or equivalent with 5 to 7 years of experience.
Strong verbal and written communication skills, with the ability to interact with technical and non-technical stakeholders.
Proven ability to troubleshoot complex technical and functional issues.
Self-motivated, detail-oriented, and capable of working independently under pressure.
Highly organized with the ability to manage multiple priorities in a fast-paced environment.
Willingness to work on shifts or off-hours as per business needs.
Technical proficiency with web-based applications, SQL queries, and secure file transfer protocols (SFTP).
Experience with incident and change management tools (e.g., ServiceNow, Jira) is preferred.
Domain knowledge in e-commerce platforms and supply chain operations is an advantage.