Tech Stack

Description

You will oversee end-to-end management of reported software incidents, ensuring timely resolution and effective stakeholder communication. You'll coordinate with R&D and support teams, perform root cause analysis, and maintain incident documentation to improve future response.

Requirements

• Bachelor's degree in Computer Science, IT, or related field
• 5+ years experience in technical troubleshooting in software or IT environment
• Proven track record managing complex incidents and coordinating cross-functional teams
• Strong technical knowledge of software systems and case management processes
• Experience with incident management tools (e.g., JIRA, ServiceNow)

Responsibilities

• Act as R&D focal point for customer incidents, replicating and diagnosing software bugs
• Maintain incident documentation including reports, root cause analyses, and resolution details
• Facilitate communication between tech support, R&D, and other departments
• Optimize or develop incident management tools and technologies
• Develop and deliver training programs for tech support and NOC teams