- Professional
- Escritório em Bangalore
Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.
Job title:
Job Description:
Key Responsibilities
Incident Management & Troubleshooting
- Act as the first line of escalation for application-related issues.
- Diagnose, troubleshoot, and resolve problems related to application performance, configuration, and user access.
- Escalate unresolved issues to development/infra teams with detailed logs and RCA inputs.
User Support & Coordination
- Handle incoming tickets, track resolution progress, and ensure closure within SLA.
- Communicate clearly with end-users and stakeholders on status and resolution.
- Provide feedback to product and QA teams on recurring issues and usability pain points.
Application Testing & Validation
- Conduct smoke and sanity testing after deployments or patches.
- Execute basic regression testing for critical workflows during release cycles.
- Support QA teams by documenting test results, logging defects, and verifying fixes.
- Validate integrations, access control, and basic UI/UX behavior.
Monitoring & Maintenance
- Monitor application uptime, performance, and error logs.
- Perform routine health checks and validation of core features.
- Assist in deployment support and post-release validation.
Documentation & Knowledge Sharing
- Maintain detailed logs of issues, test cases, and resolutions.
- Update knowledge base articles, FAQs, and support runbooks.
- Contribute to release readiness documentation by highlighting known issues and fixes.
Required Skills & Qualifications
- 5+ years of experience in application support and/or QA testing.
- Strong troubleshooting abilities across web/applications, APIs, and databases.
- Familiarity with testing methodologies and tools (manual testing required; automation knowledge a plus).
- Hands-on experience with ticketing systems (e.g., JIRA, ServiceNow, Zendesk).
- Basic knowledge of SQL queries, log analysis, and monitoring tools.
- Strong communication skills with a customer-first mindset.
Nice-to-Have Skills
- Exposure to CI/CD pipelines and release management workflows.
- Experience with test management tools (e.g., TestRail, Zephyr).
- Familiarity with SaaS platforms and cloud environments (Azure/AWS).
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