About the Company: Birlasoft, a global leader at the forefront of Cloud, AI, and Digital technologies, seamlessly blends domain expertise with enterprise solutions. The company’s consultative and design-thinking approach empowers societies worldwide, enhancing the efficiency and productivity of businesses. As part of the multibillion-dollar diversified CKA Birla Group, Birlasoft with its 12,000+ professionals, is committed to continuing the Group’s 170-year heritage of building sustainable communities.

About the Role: Monitor the ticketing system and receive incidents and requests from end-users, analyzing these and either responding to the end-user with a solution or escalating it to the other IT teams. Identify and troubleshoot application issues to maintain optimal system performance. Ensure usability and functionality for all system end-users. Conduct root cause analysis to determine the origin of issues. Provide actionable recommendations for system improvements based on findings. Provide support to workflows and provide expert knowledge on all workflow designs. Plan, facilitate, and conduct requirements gathering sessions, meetings, and presentations. Lead review sessions for completed business/functional requirements with key business users focused on gaining consensus and final business approval. Build strong relationships within the business units and support functions to understand the business needs. Facilitate UAT execution phase and work with business lead and project manager to obtain user acceptance test signoff.

Key Responsibilities: Monitor the ticketing system and receive incidents and requests from end-users, analyzing these and either responding to the end-user with a solution or escalating it to the other IT teams. Identify and troubleshoot application issues to maintain optimal system performance. Ensure usability and functionality for all system end-users. Conduct root cause analysis to determine the origin of issues. Provide actionable recommendations for system improvements based on findings. Provide support to workflows and provide expert knowledge on all workflow designs. Plan, facilitate, and conduct requirements gathering sessions, meetings, and presentations. Lead review sessions for completed business/functional requirements with key business users focused on gaining consensus and final business approval. Build strong relationships within the business units and support functions to understand the business needs. Facilitate UAT execution phase and work with business lead and project manager to obtain user acceptance test signoff.