Principal Engineer - IT Product Support

Essential Job Responsibilities

• Analyze the support tickets, coordinate with other Teams, and provide technical solutions.
• Understand the application and its various processes along with stakeholders’ information.
• Understand support ticket (Incidents and Service Requests) requirements and coordinate with
  
  

requestors for better requirement clarity

• Excellent communication skills to interact with users, internal teams, and vendors.
• Stay up to date with industry standard best practices/techniques
• Working knowledge of Agile and Lean methodologies
• Availability for meetings, on-call support, off-hours support work (including weekends) as required
• Be able to work a flexible schedule to accommodate off-hours conference calls
• Analyzing and reproducing bugs to identify root causes.
• Communicate with stakeholders regularly on the progress and status of outstanding tickets
• Participates in process improvement for assigned applications/projects.
• Managing escalated tickets from L1 support and ensuring they are addressed within service level
  
  

agreements (SLAs).

• Escalating unresolved issues to the development or engineering teams for more in-depth analysis or fixes.
  
  

Knowledge, Skills And Abilities

• Minimum 3 years of Experience
• Experience with web technologies such as JSON, XML, Web Services, APIs, SQL, and Database
  
  

configuration

• Familiarity with HTML, CSS, or JavaScript for debugging/analysis.
• Any exposure to API testing tools Postman, Swagger.
• Exposure to mobile app testing using test flight and Sauce Labs.
• Good understanding of Google Play Console for publishing and managing apps.
• Exposure to Website analytics tools tracking and analyze website data, such as visitor sources,
  
  

user behavior, and conversion rates

• Excellent debugging and troubleshooting skills
• Self-starter with excellent organizational and time management skills
• Ability to work independently and manage multiple priorities
• Experience working in offshore-onsite delivery teams
• Experience in using collaboration and workflow tools, incl. ServiceNow and Confluence
  
  

Desirable Skill –

• Python Knowledge
• Australia Superannuation Domain knowledge.
• Email/Letter development in Sales Force Marketing Cloud
• Knowledgeable in ITIL or similar frameworks for incident management. ITIL Certified. (Desirable)
  
  

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 embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, caste, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, 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.

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