Issue Investigation & Resolution Specialist

The role involves handling escalated tickets from Level 1 support (L1) involving functional or technical issues in web applications. Responsibilities include reproducing issues in test/staging environments, conducting detailed log analysis, and classifying incidents based on severity and business impact. The specialist will also collaborate with L1 and L3 teams during major incidents and assist in providing workarounds or solutions while permanent fixes are developed.

Responsibilities

• Handle escalated tickets from Level 1 support (L1) involving functional or technical issues in web applications.
• Reproduce issues in test/staging environments to identify bugs or misconfigurations.
• Conduct detailed log analysis, SQL/database checks, and API validation.
• Classify and prioritize incidents based on severity and business impact.
• Escalate unresolved issues to Level 3 (development team) with proper documentation and root cause findings.
• Collaborate with L1 and L3 teams during major incidents and post-incident reviews.
• Communicate with business users or clients to gather additional information when needed.
• Provide workarounds or solutions while permanent fixes are being developed.
• Maintain knowledge base and support documentation.
• Prepare scripts or SQL queries to validate data or resolve issues.
• Perform basic configuration changes or updates in non-production environments.
• Conduct release verification and smoke testing after deployments.
• Analyze recurring issues to suggest long-term fixes or enhancements.
• Provide feedback to development/QA teams to improve application stability and usability.

Requirements

• Technical Skills:
  • Good understanding of various technologies.
  • Experience with web applications (e.g., client/server, REST APIs) or integration.
  • Familiarity with databases (MySQL, SQL Server, PostgreSQL, Oracle) and ability to write basic queries.
  • Exposure to version control (Git), CI/CD tools, and cloud platforms (AWS, Azure, GCP) is a plus.
• Soft Skills:
  • Strong analytical and problem-solving skills.
  • Excellent communication and documentation abilities.
  • Ability to work independently and under pressure.
  • Communication tools: Slack, Microsoft Teams, Email.
  • Code/CI tools: Git, Jenkins, GitHub Actions.