Application Support - (SME) - Subject Matter Expert

Hello,

Greetings from OBOX HR!!

As discussed, please find below the details of the opportunity.

Company Name: Boku Inc
Headquartered: London
Industry: Internet

About Boku:
Incorporated in 2008, Boku is one of the world’s leading providers of carrier billing and mobile identity solutions. Using nothing more than a user’s mobile phone, Boku’s technology can verify a user’s identity, execute a payment, or provision a new service, radically simplifying common, everyday mobile interactions between consumers and businesses. This is possible because Boku’s platform can access the internal billing, identity, and sales systems of mobile operators globally. Businesses who utilize Boku’s platform include major brands such as Apple, Google, Microsoft, Sony, Facebook, Spotify, Netflix, Paypal, Experian, Fiserv, Western Union, Uber, and Discover. Boku was originally financed through top-tier investors including Andreessen Horowitz, Benchmark, DAG Ventures, Index Ventures, Khosla Ventures and NEA. Today, Boku is publicly traded on the AIM Market of the London Stock Exchange (AIM: BOKU.L)

Specialties: Payments, Mobile Payments, Risk Management, Carrier Billing, Monetization, Virtual Goods, Digital Goods, Global Reach.

Website: https://www.boku.com/
Linkedin: https://www.linkedin.com/company/boku-inc

Position: Application Support
Experience: 5 yr - 10 yr
Working Days: Mon-Fri
Working Time - 9:30 AM - 6:30 PM (Flexible)
Location: Andheri West

Job Overview : The Application Support SME is responsible for support critical and escalated issues. Take End-to-end responsibilities of newly assigned tasks to the application support team. Coordinate with respective stakeholder if there is any query on task assignment. Another part of this role is mentoring/supporting junior team members for Day-to-day issue handling.

Responsibility and Skills section:
Effectively address client queries with timeliness and accuracy.
Understand client requirements and ensure effective business delivery is achieved.
Responsibility for providing solutions/workarounds to customer’s problems, in a fast and professional manner, within SLA restrictions.
Support junior staff in resolving complex queries and tasks.
Support the team in various ad-hoc tasks and activities.
Create knowledge base content to capture new learning for re-use during troubleshooting of similar issues.
Contribute towards process improvement ideas on productivity, accuracy, turnaround time of incident handing and response to the customer queries.
Troubleshoot issues and escalate tSuhem to the engineering team when the problem is beyond the scope of Application support or falls out of the support team’s expertise.
Handle critical escalations and mitigate the issue.
Responsible for learning new work processes and procedures required for the team, including creating appropriate training materials and training sessions.
Ability to work under pressure, multi-task and to deal with conflict / crisis (i.e. realize something is important or will quickly become critical) on large-scale products.
Commitment to quality and excellence.
Ability to learn independently, research products and technologies using the available internal resources and documentation.
Flexible in the working hours and ready to provide 24/7 oncall support for L1 support team on rotational basis.

Key Skills:
Fluent in English language with good written and verbal communication Suitable for a business environment.
A strong aptitude for learning new technologies and understanding how to utilize them in a Customer-facing environment.
Excellent knowledge of Linux/Unix systems, HTTP, REST, SOAP APIs, SSH, Telnet, SSL, DNS and web applications, MYSQL
Excellent time management and organizational skills, and ability to handle multiple concurrent tasks with minimal supervision.
Understanding of statistics skills will be an advantage.
Good to have knowledge on application monitoring tools : Zabbix, Nagios, Splunk, Sumo Logic.
Experienced in working with critical application support projects.
Good to have experience and knowledge with web application architecture. Understanding of the integrations and flow of applications.