Who are we?
Prismforce (
www.prismforce.com)
is a Vertical SaaS product company solving critical challenges in the Talent Supply Chain faced by all Technology, R&D/ Engineering and IT Services companies globally.
The product suite is powered by multiple artificial intelligence (AI/ ML) engines designed to accelerate business impact by digitizing core vertical workflows resulting in flexibility in operations, speed in decision making and much improved growth and profitability.
Prismforce aspires to be the #1 industry cloud/ SaaS platform for tech services and tech talent organizations.
What makes us different?
· We hold the first mover advantage in the Vertical SaaS space, specifically designed to tackle the Talent Supply Chain challenges of the IT services industry. Our innovative solution sets us apart, making us the go-to partner for IT services companies seeking to optimize their talent supply chain challenges.
· We are building distinctive products with futuristic features and clients have preferred us over traditional ERP and other point solutions.
· We are supported and mentored by an advisory board composed of ex CXOs from top Global IT companies and industry thought leaders.
· Our founding team comprises deep domain and tech and product experts who are Ex- McKinsey, Deloitte, Amazon, Infosys , TCS, Uber alums with a passion to reimagine this space with distinctive products.
· We've experienced rapid growth, expanding to a strong team of 150+ members across Mumbai/Pune/Bangalore & Pune locations.
· We are a Series A Sequoia funded startup with global IT companies as our clients in our second year of operations.
Work location: Mumbai/Bangalore/Pune/Kolkata
Job Description
Experience and SM Tool exposure
v Prior work experience of atleast
3-4 years
in Service desk Application Support function
v Hands on experience on the Service desk tools (anyone i.e Zendesk, Jira, ServiceNow etc)
Core Technical
v Good hands-on knowledge of
API management, Integration tools, Postman etc
v Understanding of integration and monitoring tools(
Kibana, Grafana etc
)
v Good understanding of Application LOGS, JSON structure, XML parsing, data transfer mechanisms (Inbound/Outbound)
v Database knowledge MySQL, Postgres, Mongo DB, REDIS etc
Hands On (Experience)
v Identify and diagnose issues/problems and categorise them
v Ability to reproduce the issues in lower environments
v Excellent communication skills.
v Monitor issues from start to resolution and tracking the same.
v Adherence to SLAs and timelines for the Issue resolution
v Escalate, if needed, unresolved problems to a higher level of support.
v Hands on exp/knowledge about the Dashboards, Analytics and reporting tools like PowerBI or Tableau etc
v Should have worked on RCA related activities (Fishbone, Pareto analysis etc)
v Creation of SOPs and other Documentation related to tickets/issues.
v Customer satisfaction
v
Flexibility to work in Shifts.
