IT Product Support Specialist

Descripción del puesto:

Company:
Mercer

Description:

We will count on you to:
* Triaging/resolving L2 application support issues by working through tickets submitted via Service Now and Major Incident Management process.
* Understand the application and its various process along with stakeholders' information.
* Understand support ticket (Incidents and Service Requests) requirements and coordinate with reporters for better requirement clarity.
* Analyze the support tickets, coordinate with other IT Teams, and provide technical solutions.
* Health, Logs & Alerts monitoring of Applications/Servers, analyze for any issues, raise support tickets and escalate as required.
* Do root cause analysis for all the high priority tickets and share incident reports with stakeholders.
* Coordinate with stakeholders for testing of Incidents.
* Communicate latest updates to stakeholders on high priority tickets and various deployments on application/environment.
* Develop and maintain professional relationships with all online business teams and provide support wherever required.
* Communicate with stakeholders regularly on the progress and status of outstanding trouble tickets
* Coordinate with stakeholders offshore and onshore
* Participates in improving the processes and assigned applications/projects
* Stay up to date with industry standard best practices/techniques related to Application development
* Availability of meetings, on-call support, off-hours support work (including weekends) occasionally

What you need to have:
* Must to have hands-on Support and development experience in C#, ASP.NET, AJAX, JQuery,
* Must to have hands-on experience in MS SQL Server
* Experience with one or more of these - Angular, Node, Kubernates/Docker, DataDog/Splunk, Mongo & Mobile technologies (Desirable)
* ITIL Certified. (Desirable)
* Experience in supporting multi-tier Internet/Intranet applications using any design patterns
* Excellent debugging and troubleshooting skills
* Demonstrated analytical and design capabilities
* Self-starter with excellent organizational and time management skills
* Fast learner, quality conscious and committed to deadlines
* Experience working in offshore-onsite delivery teams
* Excellent and effective communication skills

Why join our team:
* We help you be your best through professional development opportunities, interesting work and supportive leaders.
* We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
* Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.
* An opportunity to work in a fast-growing, innovative company with lots of room for progression and career growth;
* A fail-friendly environment that encourages learning and initiative;
* A yearly budget and the opportunity to build your flexible benefits package (up to 20% of your annual salary);
* 30+ days off (25 legal days off , 1 extra day off on your birthday, public holiday replacement days, extra buy/sell from your benefits budget);
* Performance Bonus scheme
* Matching charity contributions, charity days off, and the Pay it Forward charity challenge;
* Core benefits - Pension, Life and Medical Insurance, Meal Vouchers, Travel Insurance;
* We champion flexible working, and our mission is to help you find YOUR work-life balance, whether that's standard working, flex-time working, or working from home

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit corporate.marsh.com, or follow us on LinkedIn and X.

Marsh is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one "anchor day" per week on which their full team will be together in person