Mobile Product Support Specialist

Skill Demand  •  Indianapolis, IN
Salary depends on experience
Posted on 06/14/18 by Kevin Johnson
Skill Demand
Indianapolis, IN
Technology
Salary depends on experience
Posted on 06/14/18 Kevin Johnson

Role: Mobile Product Support Specialist

Location: Durham NC,

Interview Criteria: Telephonic + Skype

Direct Client

RESPONSIBILITIES

*        Provide level 2/3 support for mobile applications and Red Hat mobile application platform.

*        Administration of MDM applications

*        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

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