Product Support Technical Advisor II

Job Description:

Responsibilities

• Provide Tier 3 (T3) application and integration support for high?impact, complex, and priority incidents across regulated and non?regulated applications in both production/non-production environments.
• Perform root cause analysis support for high priority incidents by collecting evidence, identifying patterns, documenting technical findings, and contributing to corrective and preventive actions.
• Act as escalation point for Tier 2 and ensure urgent and high?impact issues are taken up immediately with clear ownership and timely mitigation.
• Monitor and manage script?related and complex technical tickets on a defined cadence and ensure progress is tracked until closure.
• Drive investigation for critical issues and deliverables, integration failures, and issues impacting multiple users or sponsor deliverables.
• Ensure high?priority “hypercare” items are tracked with investigation details, updates, and next actions documented consistently for visibility and faster resolution.
• Maintain strong end?user communication for high?impact tickets including status updates, workarounds, and next steps while coordinating with support leads and stakeholders.
• Actively monitor ticket queues and ensure proper triage, prioritization, assignment, and workload distribution across the shift team to avoid delays and stale tickets.
• Acknowledge and manage escalation emails and ensure the email loop is closed with clear resolution confirmation and documented evidence.
• Open and lead bridge calls immediately for major incidents and coordinate real?time troubleshooting with SMEs, engineering, and dependent teams.
• Participate in ongoing bridges and internal triage calls and ensure all required applications, dashboards, and documentation are readily available for effective incident resolution.
• Coordinate with engineering, DBA, cloud/infra, and vendor teams to drive root cause isolation, corrective actions, and permanent fixes for recurring and systemic issues.
• Perform deep technical troubleshooting using logs, application diagnostics, database checks, integration traces, and environment validation within authorized access boundaries.
• Provide technical direction and guidance to Tier 2 on troubleshooting approach, data to collect, and interim workarounds to reduce business disruption.
• Support problem management by contributing to RCA for critical incidents, documenting detailed technical findings, and ensuring corrective and preventive actions are defined and tracked.
• Own and execute production recovery procedures for complex failures where authorized, including resubmissions, reprocessing, controlled restarts, and validation checks for data integrity.
• Support change and release management by reviewing planned changes impacting production, assessing operational risk, supporting deployment windows, and leading post?release validation and hypercare.
• Ensure shift readiness by joining handover calls, reviewing prior shift communications, understanding open incidents, and continuing investigation without loss of context.
• Drive knowledge management by creating and updating SOPs, known error articles, and troubleshooting playbooks for complex issues and repeated patterns.

Qualification & Expeirence

•  Bachelor's degree in Computer Science or equivalent, or a minimum of 6-10 years of relevant experience in similar field.
•  Experience working on Product/Application support area with rotational shift experience
•  Ready to work in 24X7 shifts (Rotational Shifts including Night Shift and Weekends)
•  Excellent communication skills and the ability to engage and influence stakeholders at all levels.
•  Strong analytics and problem-solving Strong problem-solving skills.