Associate Team Lead

Associate Team Lead

Skill

APM

Job Description

User Support and Documentation: Respond to user inquiries, technical issues or requests for assistance in a timely and professional manner. Follow escalation procedures when necessary, ensuring that critical issues are addressed promptly and communicated to relevant stakeholders effectively.Maintain comprehensive documentation of known issues, troubleshooting steps, and resolutions in a knowledge base or support portal. Ensure that the documentation is kept up-to-date and easily accessible to other support team members and end-users. Collaborative Problem Solving: Work closely with cross-functional teams, such as development, quality assurance, and product management, to resolve complex technical issues and communicate feedback from users effectively. o Investigate reported issues and attempt to reproduce them in a controlled environment. Work closely with users to gather additional information if needed and escalate more complex problems to senior support engineers or development teams • Continuous Improvement: o Identify patterns in support requests and collaborate with senior support engineers to improve application usability, reduce common issues, and enhance the overall support process. • Customer Experience Enhancement: o Drive improvement initiatives to improve customer satisfaction. o Participate in customer meetings and lead technical discussions. o Learn from past incidents so that repairs can be completed quickly to reduce downtime • Incident Management Support o Provide technical support to customers or end-users regarding on technical queries and issues. Ensure timely and accurate responses to maintain high customer satisfaction. o Support associate and other Application support engineers in incident resolutions. o Collaborate with cross-functional teams, including IT, operations, and vendors, to resolve complex ATM-related issues and get high quality root cause.