Senior Executive/Executive, Operations Support

Brief Summary

Join our dynamic team as an Operations Support Executive, where you will play a vital role in enhancing user experience by addressing Level 2 support tickets and ensuring seamless operations across platforms. This position is perfect for those passionate about problem-solving and teamwork.

Responsibilities

• Manage and resolve Level 2 support tickets escalated from Level 1 support within defined service level agreements (SLAs). Perform root cause analysis for recurring or complex issues related to web and mobile applications. Troubleshoot across various modules, including bookings, payments, access control, and notifications. Validate fixes prior to ticket closure and ensure thorough documentation of resolutions. Support incident triage during service disruptions and work collaboratively with multiple internal teams to resolve issues. Identify and recommend preventive measures for recurring problems and assist in post-incident reviews. Conduct operational tasks such as configuration changes and data integrity checks. Aid in the onboarding process of new properties and features, ensuring operational readiness. Liaise with external vendors to investigate and resolve issues for seamless integration. Provide regular updates to stakeholders on issue statuses and resolution timelines. Maintain comprehensive documentation and contribute to improving support documentation and knowledge bases.

Requirements

• Possess 2-4 years of experience in Application Support, Operations Support, or IT Support (Level 2). Demonstrable experience supporting web and mobile applications in a production environment. Familiarity with ticketing systems (e.g., Jira Service Management, Freshdesk). Basic understanding of APIs, databases, and system integrations is essential coding is not required. Strong problem-solving and analytical abilities, along with effective communication skills. Detail-oriented with a strong sense of ownership and accountability. Team player committed to continuous improvement.