Service Team Analyst III
Uber
Date: 2 weeks ago
City: Bengaluru, Karnataka
Contract type: Full time
#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.
About The Team
Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber!
About The Role
Fix Experience is a global team that takes full ownership of production Bug and Outages and drives them all the way to resolution in real-time. The team serves two key functions while bridging the gap between our support and engineering organizations. We triage agent reports of possible bugs and outages to identify system issues by deeper investigations, reproducing the issue, and escalating them to the appropriate team to drive resolution in a timely manner. We also handle incident response protocols during outages to ensure that key partners are updated as well as we provide the support needed to connect the dots.
Your Impact In Role
About The Team
Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber!
About The Role
Fix Experience is a global team that takes full ownership of production Bug and Outages and drives them all the way to resolution in real-time. The team serves two key functions while bridging the gap between our support and engineering organizations. We triage agent reports of possible bugs and outages to identify system issues by deeper investigations, reproducing the issue, and escalating them to the appropriate team to drive resolution in a timely manner. We also handle incident response protocols during outages to ensure that key partners are updated as well as we provide the support needed to connect the dots.
Your Impact In Role
- Identify trends in assigned area and propose improvements
- Replicate, troubleshoot, and define systematic issues
- Define, build, and operationalize solutions
- Author resources and communicate solution details
- 1+ year of experience in a related field
- Prior experience in technical troubleshooting
- Intermediate data analysis and processing skills using spreadsheets with formulas and SQL
- Strong stakeholder management skills
- Strong communication and problem-solving skills
- At least 6 months of GFX Tier 4 experience with proven expertise in a queue or product areas; or at least 1 year SME/queue experience within Uber
- At least 2 years of experience in bug identification, triaging, bug reproduction, debugging and outage identification; or IT incident management
- Or 2+ years of hands-on experience in Software / Application tech issues investigation, problem identification, reporting observations to the tech team and getting them fixed
- Or 2+ years of data analytics/science experience with insights, and intermediate SQL and coding experience.
- Or 2+ years of Uber Operations experience specializing in retail, heavy investigations, end to end support to customer concern resolution; and heavy mastery of Uber domain, app, and tools
- Schedule flexibility
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