Job Description :
Mobile Product Support Specialist
RESPONSIBILITIES
Provide level 2/3 support for mobile applications and Red Hat mobile application platform.
Review crash reports from mobile applications and system error logs.
Investigate issues reported by users of the mobile app
Work with development teams for handing-off or taking over active support issues and creating a team specific knowledge base and skill set
Interact with vendors, applications development teams to restore service and/or correct core problems.
Manage and coordinate the implementation of mobile applications
Coordinate validation activities related to the deployment of business applications
Produce and assist training and communication programs.
Coordinate with internal and external service providers in incident, problem, and change management, capacity planning and troubleshooting, representing the interests of supported business groups.
Support vendor contracts to established service level agreements.
Maintain knowledge of the IT industry, analyze the abilities of tools and technologies and compare with the needs of the business, recommend potential solutions to managers within the business.
Evaluate the criticality of a given problem; isolate and escalate problem within mobile team
Provide support case analytics, identifying any trending issues
Review System Manuals and other support documents for Production readiness
Assist development teams with RCAs
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
Solid technical background and experience
Possesses fine-tuned analytical skills and/or programming experience
Relational database, cloud-hosted services, mobile device management experience
Strong troubleshooting skills
System deployment/implementation expertise
Possesses solid written and verbal skills
Mobile device support
Mobile platform basic knowledge: NodeJS, iOS and Android
Use of deployment tools such as Postman
Some familiarity with mobile tools (e.g. XCode, Android Debugger)
Excellent problem-solving skills
Excellent communication skills