An internal web-based application providing multi services, and features that they could manage programmer, episodes, series of movies.
• Application support 24/7 (APAC, US, UK) time zone
• Collaborate with 3 members in the APAC team
• Cross-country support for internal customers (UK, Spain, France, Germany, Brazil, Mexico, etc.)
• Get tickets on Jira dashboard from internal customers
• Collaborate with internal customers to address issues, bugs, and requirements via Jira dashboard
• Using Microsoft Teams to chat, directly call to support for users
• Collaborate with Developer teams to clarify the bugs, errors
• Collaborate with QA teams to run test, verify tickets
• Resolve tickets within strict SLAs (15 min)
• Get tickets on ServiceNow via email box then approve and create new account for users using app
• Transfer requirements, issues to Pipeline team using Slack
• Discuss, get support with team members as well as other teams to handle tickets
• Daily standup meeting with UK team to report jobs, and transfer back with urgent tickets
Technologies: Jira, Agile, Postman